Strategic Customer Service

Released on by John A. GOODMAN
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  • Strategic Customer Service Book Detail

  • Author : John A. GOODMAN
  • Release Date : 2009-05-13
  • Publisher : AMACOM Div American Mgmt Assn
  • Genre : Business & Economics
  • Pages : 274
  • ISBN 13 : 081441334X
  • File Size : 19,19 MB
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Strategic Customer Service by John A. GOODMAN PDF Summary

Book Description: 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.

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