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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...
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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...

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[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 Read more...

 
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