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Strategic Customer Service: Managing the Customer Experience to Increase
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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Tapa dura - 2009 - 1st Edición

de John Goodman

Información de la editorial

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.

Detalles

  • Título Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
  • Autor John Goodman
  • Encuadernación Tapa dura
  • Número de edición 1st
  • Edición 1
  • Páginas 256
  • Volúmenes 1
  • Idioma ENG
  • Editorial Amacom, Saranac Lake, New York, U.S.A.
  • Fecha de publicación 2009-05
  • Ilustrado Sí
  • ISBN 9780814413333 / 0814413331
  • Peso 1.16 libras (0.53 kg)
  • Dimensiones 9.22 x 6.4 x 1.02 pulgadas (23.42 x 16.26 x 2.59 cm)
  • Library of Congress subjects Customer services, Customer relations - Management
  • Número de catálogo de la Librería del Congreso de EEUU 2008055729
  • Dewey Decimal Code 658.812

Acerca del autor

John A. Goodman (Arlington, VA) is Vice Chairman and co-founder of TARP World-wide, an organization Tom Peters has called "America's premier customer service research firm."
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Descripción:
[ Edition: first ]. Good Condition. [ No Hassle 30 Day Returns ][ Ships Daily ] [ Underlining/Highlighting: NONE ] [ Writing: NONE ] Publisher: AMACOM Pub Date: 5/13/2009 Binding: Hardcover Pages: 272
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AMACOM. Used - Very Good. . good. All orders guaranteed and ship within 24 hours. Your purchase supports More Than Words, a nonprofit job training program for youth, empowering youth to take charge of their lives by taking charge of a business.
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AMACOM, 5/13/2009 12:00:01 A. hardcover. Good. 1.2000 in x 9.1000 in x 6.1000 in. This is a used book in good condition and may show some signs of use or wear .
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AMACOM, 2009. Hardcover. As New. Disclaimer:An apparently unread copy in perfect condition. Dust cover is intact; pages are clean and are not marred by notes or folds of any kind. At ThriftBooks, our motto is: Read More, Spend Less.Dust jacket quality is not guaranteed.
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AMACOM, 2009. Hardcover. Very Good. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less.Dust jacket quality is not guaranteed.
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Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

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ISBN 10 / ISBN 13
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AMACOM. Used - Good. Used book that is in clean, average condition without any missing pages.
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