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0814413331

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

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Product Description

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 service * make the financial case for customer service improvements * systematically identify the causes of problems * align customer service with their brand * harness customer service strategy into their organization's culture and behavior Filled 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.

Product Specifications

Author
John Goodman
Binding
Hardcover
EAN
9780814413333
EANList
  • 9780814413333
Edition
Special ed.
ISBN
0814413331
ItemDimensions
  • 925 hundredths-inches
  • 626 hundredths-inches
  • 116 Hundredths Pounds
  • 98 hundredths-inches
Label
AMACOM
Languages
  • English, Published English, Original Language English, Unknown
Manufacturer
AMACOM
NumberOfItems
1
NumberOfPages
272
PackageDimensions
  • 120 hundredths-inches
  • 910 hundredths-inches
  • 115 Hundredths Pounds
  • 610 hundredths-inches
PackageQuantity
3
ProductGroup
Book
ProductTypeName
ABIS_BOOK
PublicationDate
2009-05-13
Publisher
AMACOM
ReleaseDate
2009-05-13
Studio
AMACOM
Title
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
thecustservtr-20
US