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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Selected by Customer Service Newsletter as one of the best customer service books of 2009: "If your company's goal is to create a customer experience that builds relationships and increases customer lifetime value, Goodman's book offers the research data to support such an effort and a blueprint for achieving it."
[Five Stars] "People involved in company strategy or customer service should drop what they are doing and read this five-star book now. For others, it provides an excellent perspective on the value of customer service. Strategic Customer Service is the best book on customer service, in terms of concepts and practical solutions, I have read in a long time. Goodman's wonderful, well-integrated stories are the frosting on the cake." --Grazadio Business Report
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