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" Strategic customer service : "
John A. Goodman.
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BL
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| Record Number
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953886
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| Doc. No
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b708256
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| Main Entry
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Goodman, John A.
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| Title & Author
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Strategic customer service : : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits /\ John A. Goodman.
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| Publication Statement
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New York :: AMACOM,, ©2009.
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| Page. NO
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1 online resource (xiv, 256 pages) :: illustrations
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| ISBN
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081441334X
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: 1282091107
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: 9780814413340
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: 9781282091108
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0814413331
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9780814413333
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| Bibliographies/Indexes
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Includes bibliographical references and index.
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| Contents
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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.
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| Abstract
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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.
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| Subject
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Customer relations-- Management.
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Customer services.
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BUSINESS ECONOMICS-- Customer Relations.
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Customer relations-- Management.
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Customer services.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.G672 2009eb
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