Strategic customer service. Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Pro
(2019)

Nonfiction

eAudiobook

Provider: hoopla

Details

PUBLISHED
[United States] : AMACOM, 2019
Made available through hoopla
EDITION
Unabridged
DESCRIPTION

1 online resource (1 audio file (8hr., 31 min.)) : digital

ISBN/ISSN
9781400215935 (sound recording : hoopla Audio Book) MWT12347673, 1400215935 (sound recording : hoopla Audio Book) 12347673
LANGUAGE
English
NOTES

Read by Mark Smeby

Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches readers how to: 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; and harness customer service strategy into their organization's culture and behavior. Any organization can win more customers and increase sales if it would only learn to align customer service with corporate strategy. Filled with patented practices and eye-opening case studies, Strategic Customer Service uses hard data to teach readers how reap the benefits of customer loyalty

Mode of access: World Wide Web

Additional Credits