عنوان

Strategic customer service :

081441334X

1282091107

9780814413340

9781282091108

0814413331

9780814413333

b708256

Strategic customer service :

[Book]

managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits /

John A. Goodman.

New York :

AMACOM,

©2009.

1 online resource (xiv, 256 pages) :

illustrations

Includes bibliographical references and index.

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.

0

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 da.

MIL

OverDrive, Inc.

209110

DAC70FC7-5BC8-46B8-BB1A-9EDBC25FD0ED

Strategic customer service.

0814413331

Customer relations-- Management.

Customer services.

BUSINESS & ECONOMICS-- Customer Relations.

Customer relations-- Management.

Customer services.

BUS-- 018000

KMPP

Goodman, John A.

20201207231414.0

pn

[Book]

Y