Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize ProfitsThe 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. |
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Strategic Customer Service: Managing the Customer Experience to Increase ... John A. Goodman No preview available - 2009 |
Common terms and phrases
action activities actually analysis answer approach avoid become brand calculation cause channel Chapter communications complaints completely consider cost create CSRs customer experience customer service customer’s damage decision delight deliver develop e-mail effective employees example executives expectations function give given goals handling identify impact important improve incentives increase instance interactions internal investments issues lead least lost loyalty major marketing means measure messages metrics operations opportunities organization percent performance positive potential practices prevent problems promise questions reduce reports reps requires response result revenue risk satisfaction satisfied service function situations solution solving sources specific staff strategic successful surveys tactical tion tomer usually word of mouth