Resources for every leadership type
  • 0 ($0.00)

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

John Goodman
Regular price
$27.99
Sale price
$16.79
Save 40%
Quantity must be 1 or more

Format:
Free shipping on orders of $35+ (Continental US)

Product Description
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book dra... Read More

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.

Read Less

Additional Information
  • Contributor(s)John Goodman
  • About the Contributor(s) John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed...

    John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson.

    show more
  • ISBN-139780814439050
  • Publish Date02/05/2019
  • PublisherAMACOM
  • Format Hardcover
  • LanguageEnglish
  • Weight (lbs)0.97 lb
  • Case Weight (lbs)23.28 lb
  • Dimensions 9.3(h) x 6.2(w) x 1.0(d) inches
  • Pages288
  • Price $16.79

Ebook Details

eBooks purchased here are fulfilled by our partner, Glose. Please note that:

  • For all eBook purchases, you will be prompted to create an account or login with your existing Leadership Essentials username and password. This ensures accurate delivery of your items.
  • To access your eBook(s) after purchasing, you can download the free Glose app or read instantly on your browser by logging into Glose.com using the same email address and password used for your Leadership Essentials account.
  • E-Books fulfilled through Glose cannot be printed, downloaded as PDF, or read in other digital readers (like Kindle or Nook).
  • For more information about how to access eBooks purchased on Leadership Essentials, click here for our FAQs.

Reviews

You May Also Like