Strategic Customer Service
Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Author: John A. Goodman
Pub Date: May 2009
Print Edition: $24.95
Print ISBN: 9780814413333
Page Count: 272
e-Book ISBN: 9780814413340
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A new approach to customer service that will transform the entire
organization...and create true competitive advantage.
A new approach to customer service that will transform the entire organization...and create true competitive advantage.
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.
About the Author
John A. Goodman (Arlington, VA) is Vice Chairman and co-founder of TARP Worldwide, an organization Tom Peters has called “America’s premier customer service research firm.”
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