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

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

John A. Goodman


The luck of any association will depend on high quality customer support. yet for corporations that strategically align customer support with their total company procedure, it will possibly go beyond regular stable enterprise to develop into a ecocnomic word-of-mouth desktop that would rework the base line.

Drawing on over thirty years of analysis for corporations equivalent to 3M, American show, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco structures, Neiman Marcus, and Toyota, writer Goodman makes use of formal learn, case stories, and patented practices to teach readers how they can:
- calculate the monetary impression of excellent and undesirable customer support
- make the monetary case for customer support advancements
- systematically determine the factors of difficulties
- align customer support with their model
- harness customer support technique into their organization's tradition and behavior.

Filled with confirmed options and eye-opening case stories, this publication demanding situations many points of traditional wisdom--using challenging data--and unearths how any association can earn extra loyalty, win extra customers...and increase their monetary base line.

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