Sold Out

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

John Goodman
Out of stock
$27.99
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a...

Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.

When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up...but never come back?

Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Transform customer service into a strategic function, and reap benefits far exceeding investments--often 10 to 20 times more.

Strategic Customer Service is a data-packed roadmap that shows you how. This new edition of a landmark book distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:

  • Gather and analyze customer feedback
  • Empower employees to fix problems
  • Track your impact on revenue
  • Generate sensational word of mouth
  • Tap opportunities to cross-sell and up-sell
  • And more

Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.

Why settle for passive service? Make a business case for ramping up operations--and get the tools for making it pay off.



Author: John Goodman
Publisher: Amacom
Published: 02/05/2019
Pages: 288
Binding Type: Hardcover
Weight: 0.88lbs
Size: 9.10h x 6.10w x 1.30d
ISBN: 9780814439050
Shipping policy *Free Shipping on purchases of $35 and over How long does it take to process an Order? Please allow 1 to 2 business days to ship an order excluding Sundays or holidays. This is our norm. There may be potential delays on occasion due to high volume orders or postal service problems that are outside of our control. All orders received after 12 noon CT will be processed on the next business day. How do I check the status of my order? When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 5 to 8 business days of receiving your shipping confirmation email, please contact us at service@goodnewsbookshop.com with your name and order number, and we will look into it for you. What are my shipping charges? Shipping charges for your order will be calculated and displayed at checkout. Where do you ship to? We ship to all U.S. addresses including APO and FPO military addresses. What is your Return Policy? In the event of a damaged book or lost order please email Good News! Book Fair at service@goodnewsbookshop.com upon receiving.
You have successfully subscribed!
This email has been registered