Strategic Customer Service
Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize ProfitseBook - 2009
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.
Publisher: [United States] : AMACOM : Made available through hoopla, 2009
Branch Call Number: eBook hoopla
Characteristics: 1 online resource