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

Goodman, John A.

 
9780814413333: Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Couverture rigide
ISBN 10 : 0814413331 ISBN 13 : 9780814413333
Editeur : Amacom, 2009

Synopsis

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 data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

John A. Goodman is Vice Chairman and co-founder of TARP Worldwide, an organization Tom Peters has called “America’s premier customer service research firm.”

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Amacom
Date d'édition
2009
Langue
anglais
ISBN 10 
0814413331
ISBN 13 
9780814413333
Reliure
Relié
Nombre de pages
240
Coordonnées du fabricant
non disponible
Personne responsable
non disponible