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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Managing the Customer Experience to Increase Positive Word of Mouth by John A. Goodman
  

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

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Synopsis

Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Managing the Customer Experience to Increase Positive Word of Mouth by John A. Goodman

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 data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Reviews

[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 of customer service. Strategic Customer Service is the best book on customer service, in terms of concepts and practical solutions, I have read in a long time. Goodman's wonderful, well-integrated stories are the frosting on the cake. --Grazadio Business Report Selected by Customer Service Newsletter as one of the best customer service books of 2009: If your company's goal is to create a customer experience that builds relationships and increases customer lifetime value, Goodman's book offers the research data to support such an effort and a blueprint for achieving it. [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 of customer service. Strategic Customer Service is the best book on customer service, in terms of concepts and practical solutions, I have read in a long time. Goodman's wonderful, well-integrated stories are the frosting on the cake.- --Grazadio Business Report [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 of customer service. Strategic Customer Service is the best book on customer service, in terms of concepts and practical solutions, I have read in a long time. Goodman's wonderful, well-integrated stories are the frosting on the cake. --Grazadio Business Report


About the Author

John A. Goodman 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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Book Info

Publication date

1st May 2009

Author

John A. Goodman

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Publisher

Amacom

Format

Hardback
240 pages

Categories


ISBN

9780814413333

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