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Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits by John Goodman (2019, Hardcover)

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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits by Goodman, John Pages are clean and are not marred by notes or folds of any kind. ~ ThriftBooks: Read More, Spend Less

About this product

Product Identifiers

PublisherAmacom

ISBN-100814439055

ISBN-139780814439050

eBay Product ID (ePID)6038715375

Product Key Features

Edition2

Book TitleStrategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

Number of Pages288 Pages

LanguageEnglish

TopicCustomer Relations, Management, Strategic Planning

Publication Year2019

IllustratorYes

GenreBusiness & Economics

AuthorJohn Goodman

FormatHardcover

Dimensions

Item Height1.2 in

Item Weight15.9 Oz

Item Length9.2 in

Item Width6.2 in

Additional Product Features

Intended AudienceTrade

LCCN2018-960958

Dewey Edition23

Number of Volumes1 vol.

Dewey Decimal658.812

Edition DescriptionSpecial

SynopsisAny organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line., Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up...but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Transform customer service into a strategic function, and reap benefits far exceeding investments--often 10 to 20 times more. Strategic Customer Service is a data-packed roadmap that shows you how. This new edition of a landmark book distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell And more Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology. Why settle for passive service? Make a business case for ramping up operations--and get the tools for making it pay off., Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: Gather and analyze customer feedback Empower employees to fix problems Track your impact on revenue Generate sensational word of mouth Tap opportunities to cross-sell and up-sell Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations--and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.

LC Classification NumberHF5415.5.G672 2019