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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 A. is a business book available to read on EtoBox.

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

"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."--Résumé de l'éditeur

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

Author

Goodman, John A.

Publisher

New York: AMACOM

Published

2009

Language

EN

ISBN

9780814413333

Category

business

Subjects

Management, Fiction, Business

Rating

4.13 / 5 (21 ratings)

Updated

2026-03-14