Strategic Customer Service

Strategic Customer Service
Author: John A. GOODMAN
Publisher: AMACOM Div American Mgmt Assn
Total Pages: 274
Release: 2009-05-13
Genre: Business & Economics
ISBN: 081441334X


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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.


Strategic Customer Service
Language: en
Pages: 274
Authors: John A. GOODMAN
Categories: Business & Economics
Type: BOOK - Published: 2009-05-13 - Publisher: AMACOM Div American Mgmt Assn

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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 corpora
Customer Care Excellence
Language: en
Pages: 288
Authors: Sarah Cook
Categories: Business & Economics
Type: BOOK - Published: 2010-11-03 - Publisher: Kogan Page Publishers

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Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations
Customer Care Excellence
Language: en
Pages: 288
Authors: Sarah Cook
Categories: Business & Economics
Type: BOOK - Published: 2008 - Publisher: Kogan Page Publishers

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Emphasizing both strategic and practical aspects of customer care, this work explains how gaining customer commitment and motivating employees to deliver an exc
Digital Customer Service
Language: en
Pages: 262
Authors: Rick DeLisi
Categories: Business & Economics
Type: BOOK - Published: 2021-08-31 - Publisher: John Wiley & Sons

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Digital Customer Service is the new standard for creating a 5-star customer experience As much as technology has improved our lives, for many people customer se
Customer Care
Language: en
Pages: 102
Authors: Frances Bee
Categories: Business & Economics
Type: BOOK - Published: 1999 - Publisher: CIPD Publishing

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This guide to customer care includes the following topics: focusing on your customers and the services you provide - both internal and external; identifying you