skip to content
Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits Preview this item
ClosePreview this item
Checking...

Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits

Author: John A Goodman
Publisher: New York : AMACOM, ©2009.
Edition/Format:  eBook : Document : EnglishView all editions and formats
Summary:
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. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola,  Read more...
Rating:

(not yet rated) 0 with reviews - Be the first.

Subjects
More like this

Find a copy in the library

&AllPage.SpinnerRetrieving; Finding libraries that hold this item...

Details

Genre/Form: Electronic books
Additional Physical Format: Print version:
Goodman, John A.
Strategic customer service.
New York : AMACOM, ©2009
(DLC) 2008055729
(OCoLC)276334374
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: John A Goodman
ISBN: 9780814413340 081441334X 1282091107 9781282091108
OCLC Number: 404277239
Description: 1 online resource (xiv, 256 pages) : illustrations
Contents: 1. Seeing customer service strategically : understanding the true role of customer service in your business --
2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically --
3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes --
4. Fixes and finances : making the financial case for customer service investments --
5. Information, please : developing an efficient, actionable voice of the customer process --
6. Defining processes that work for customers : using the eight-point TARP framework for delivering service --
7. Technology and the customer interface : creating systems that customers will use --
and enjoy --
8. People are still paramount : four factors for creating sustained front-line success --
9. The ultimate customer experience : boosting revenue by creating delight --
10. Brand-aligned customer service : building the service strategy into every function --
11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics --
12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior.
Responsibility: John A. Goodman.

Abstract:

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  Read more...

Reviews

User-contributed reviews

Tags

Be the first.

Similar Items

Related Subjects:(3)

User lists with this item (3)

Confirm this request

You may have already requested this item. Please select Ok if you would like to proceed with this request anyway.

Linked Data


\n\n

Primary Entity<\/h3>\n
<http:\/\/www.worldcat.org\/oclc\/404277239<\/a>> # Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:CreativeWork<\/a>, schema:Book<\/a>, schema:MediaObject<\/a> ;\u00A0\u00A0\u00A0\nlibrary:oclcnum<\/a> \"404277239<\/span>\" ;\u00A0\u00A0\u00A0\nlibrary:placeOfPublication<\/a> <http:\/\/dbpedia.org\/resource\/New_York_City<\/a>> ; # New York<\/span>\n\u00A0\u00A0\u00A0\nlibrary:placeOfPublication<\/a> <http:\/\/id.loc.gov\/vocabulary\/countries\/nyu<\/a>> ;\u00A0\u00A0\u00A0\nrdfs:comment<\/a> \"Warning: This malformed URI has been treated as a string - \'http:\/\/images.contentreserve.com\/ImageType-100\/0409-1\/{DAC70FC7-5BC8-46B8-BB1A-9EDBC25FD0ED}Img100.jpg\'<\/span>\" ;\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/801325735#Topic\/business_&_economics_customer_relations<\/a>> ; # BUSINESS & ECONOMICS--Customer Relations<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/dewey.info\/class\/658.812\/e22\/<\/a>> ;\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/id.worldcat.org\/fast\/885539<\/a>> ; # Customer relations--Management<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/id.loc.gov\/authorities\/subjects\/sh2007005453<\/a>> ; # Customer relations--Management<\/span>\n\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/id.worldcat.org\/fast\/885545<\/a>> ; # Customer services<\/span>\n\u00A0\u00A0\u00A0\nschema:bookFormat<\/a> schema:EBook<\/a> ;\u00A0\u00A0\u00A0\nschema:copyrightYear<\/a> \"2009<\/span>\" ;\u00A0\u00A0\u00A0\nschema:creator<\/a> <http:\/\/viaf.org\/viaf\/278230410<\/a>> ; # John A. Goodman<\/span>\n\u00A0\u00A0\u00A0\nschema:datePublished<\/a> \"2009<\/span>\" ;\u00A0\u00A0\u00A0\nschema:description<\/a> \"1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers\' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior.<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\nschema:description<\/a> \"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. The author draws 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. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da.<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\nschema:exampleOfWork<\/a> <http:\/\/worldcat.org\/entity\/work\/id\/801325735<\/a>> ;\u00A0\u00A0\u00A0\nschema:genre<\/a> \"Electronic books<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\nschema:inLanguage<\/a> \"en<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isSimilarTo<\/a> <http:\/\/www.worldcat.org\/oclc\/276334374<\/a>> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\nschema:productID<\/a> \"404277239<\/span>\" ;\u00A0\u00A0\u00A0\nschema:publication<\/a> <http:\/\/www.worldcat.org\/title\/-\/oclc\/404277239#PublicationEvent\/new_york_amacom_2009<\/a>> ;\u00A0\u00A0\u00A0\nschema:publisher<\/a> <http:\/\/experiment.worldcat.org\/entity\/work\/data\/801325735#Agent\/amacom<\/a>> ; # AMACOM<\/span>\n\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/VH7QX3XE2P.search.serialssolutions.com\/?V=1.0&L=VH7QX3XE2P&S=JCs&C=TC0000252014&T=marc&tab=BOOKS<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/www.overdrive.com\/search?q=DAC70FC7-5BC8-46B8-BB1A-9EDBC25FD0ED<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/site.ebrary.com\/id\/10297332<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.vlebooks.com\/vleweb\/product\/openreader?id=none&isbn=9780814413340<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/proquest.safaribooksonline.com\/9780814413333<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/search.ebscohost.com\/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/ebookcentral.proquest.com\/lib\/ucreative-ebooks\/detail.action?docID=434996<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/public.eblib.com.au\/EBLWeb\/patron\/?target=patron&extendedid=P_434996<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.myilibrary.com?id=209110<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/site.ebrary.com\/lib\/oculguelph\/Top?docID=10297332<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> <https:\/\/public.ebookcentral.proquest.com\/choice\/publicfullrecord.aspx?p=434996<\/a>> ;\u00A0\u00A0\u00A0\nschema:url<\/a> \"http:\/\/images.contentreserve.com\/ImageType-100\/0409-1\/{DAC70FC7-5BC8-46B8-BB1A-9EDBC25FD0ED}Img100.jpg<\/span>\" ;\u00A0\u00A0\u00A0\nschema:url<\/a> <http:\/\/www.myilibrary.com?id=209110&ref=toc<\/a>> ;\u00A0\u00A0\u00A0\nschema:workExample<\/a> <http:\/\/worldcat.org\/isbn\/9780814413340<\/a>> ;\u00A0\u00A0\u00A0\nschema:workExample<\/a> <http:\/\/worldcat.org\/isbn\/9781282091108<\/a>> ;\u00A0\u00A0\u00A0\nwdrs:describedby<\/a> <http:\/\/www.worldcat.org\/title\/-\/oclc\/404277239<\/a>> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n\n

Related Entities<\/h3>\n
<http:\/\/dbpedia.org\/resource\/New_York_City<\/a>> # New York<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Place<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"New York<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/dewey.info\/class\/658.812\/e22\/<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/ebookcentral.proquest.com\/lib\/ucreative-ebooks\/detail.action?docID=434996<\/a>>\u00A0\u00A0\u00A0\nrdfs:comment<\/a> \"Connect to Ebook.<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/801325735#Agent\/amacom<\/a>> # AMACOM<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nbgn:Agent<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"AMACOM<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/experiment.worldcat.org\/entity\/work\/data\/801325735#Topic\/business_&_economics_customer_relations<\/a>> # BUSINESS & ECONOMICS--Customer Relations<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"BUSINESS & ECONOMICS--Customer Relations<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/id.loc.gov\/authorities\/subjects\/sh2007005453<\/a>> # Customer relations--Management<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Customer relations--Management<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/id.loc.gov\/vocabulary\/countries\/nyu<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:Place<\/a> ;\u00A0\u00A0\u00A0\ndcterms:identifier<\/a> \"nyu<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/id.worldcat.org\/fast\/885539<\/a>> # Customer relations--Management<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Customer relations--Management<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/id.worldcat.org\/fast\/885545<\/a>> # Customer services<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Intangible<\/a> ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"Customer services<\/span>\"@en<\/a> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/site.ebrary.com\/lib\/oculguelph\/Top?docID=10297332<\/a>>\u00A0\u00A0\u00A0\nrdfs:comment<\/a> \"Full-text ebook.<\/span>\" ;\u00A0\u00A0\u00A0\nrdfs:comment<\/a> \"Click here to view book<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/viaf.org\/viaf\/278230410<\/a>> # John A. Goodman<\/span>\n\u00A0\u00A0\u00A0\u00A0a \nschema:Person<\/a> ;\u00A0\u00A0\u00A0\nschema:familyName<\/a> \"Goodman<\/span>\" ;\u00A0\u00A0\u00A0\nschema:givenName<\/a> \"John A.<\/span>\" ;\u00A0\u00A0\u00A0\nschema:name<\/a> \"John A. Goodman<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/worldcat.org\/isbn\/9780814413340<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:ProductModel<\/a> ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"081441334X<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"9780814413340<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/worldcat.org\/isbn\/9781282091108<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:ProductModel<\/a> ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"1282091107<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isbn<\/a> \"9781282091108<\/span>\" ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/www.worldcat.org\/oclc\/276334374<\/a>>\u00A0\u00A0\u00A0\u00A0a \nschema:CreativeWork<\/a> ;\u00A0\u00A0\u00A0\nrdfs:label<\/a> \"Strategic customer service.<\/span>\" ;\u00A0\u00A0\u00A0\nschema:description<\/a> \"Print version:<\/span>\" ;\u00A0\u00A0\u00A0\nschema:isSimilarTo<\/a> <http:\/\/www.worldcat.org\/oclc\/404277239<\/a>> ; # Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits<\/span>\n\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n
<http:\/\/www.worldcat.org\/title\/-\/oclc\/404277239<\/a>>\u00A0\u00A0\u00A0\u00A0a \ngenont:InformationResource<\/a>, genont:ContentTypeGenericResource<\/a> ;\u00A0\u00A0\u00A0\nschema:about<\/a> <http:\/\/www.worldcat.org\/oclc\/404277239<\/a>> ; # Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits<\/span>\n\u00A0\u00A0\u00A0\nschema:dateModified<\/a> \"2020-07-29<\/span>\" ;\u00A0\u00A0\u00A0\nvoid:inDataset<\/a> <http:\/\/purl.oclc.org\/dataset\/WorldCat<\/a>> ;\u00A0\u00A0\u00A0\u00A0.\n\n\n<\/div>\n