Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / John A. Goodman.

Format:

Book

Author/Creator:

Goodman, John A.

Language:

English

Subjects (All):

Customer services.

Customer relations--Management.

Customer relations.

Physical Description:

1 online resource (273 p.)

Edition:

1st ed.

Place of Publication:

New York : AMACOM, c2009.

Language Note:

English

Summary:

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. The author draws 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. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da

Contents:

CONTENTS; FOREWORD; INTRODUCTION: WHY STRATEGIC CUSTOMER SERVICE?; PART 1: THE IMPORTANCE OF CUSTOMER SERVICE; PART 2: IDENTIFYING IMMEDIATE REVENUE AND PROFIT OPPORTUNITIES; PART 3: RESPONDING TO CUSTOMERS' QUESTIONS AND PROBLEMS; PART 4: MOVING TO THE NEXT LEVEL; PART 5: INTO THE FUTURE; INDEX

Notes:

Description based upon print version of record.

Includes bibliographical references and index.

ISBN:

9786612091100

9781282091108

1282091107

9780814413340

081441334X

OCLC:

404277239