Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

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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.

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About the author (2009)

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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