Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Goodman, John A.
A new approach to customer service that will transform the entire organization...and create true competitive advantage.The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: calculate the financial impact of good and bad customer servicemake the financial case for customer service improvementssystematically identify the causes of problemsalign customer service with their brandharness customer service strategy into their organization's culture and behaviorFilled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
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256 pages.
ISBN 978-0-81441-333-3.
Hard Cover.
2009
Item: P1383
Member Price: $24.95
List/Forum-Division Price: $24.95
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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Goodman, John A.
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