Articles liés à Strategic Customer Service
Synopsis
Any organization can win more customers and increase sales if they learn to be more strategic with their customer service.
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.
Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource 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
Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.
Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.
Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.
À propos de l'auteur
John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson.
Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.
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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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STRATEGIC CUSTOMER SERVICE
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Harper Collins Publishers, 2024
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STRATEGIC CUSTOMER SERVICE
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Harper Collins Publishers, 2024
ISBN 10 : 1400252873
ISBN 13 : 9781400252879
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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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Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits (Paperback or Softback)
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ISBN 10 : 1400252873
ISBN 13 : 9781400252879
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Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Edité par
AMACOM, 2024
ISBN 10 : 1400252873
ISBN 13 : 9781400252879
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Strategic Customer Service
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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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Strategic Customer Service (Paperback)
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Paperback. Etat : new. Paperback. Any organization can win more customers and increase sales if they learn to be more strategic with their customer service.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.Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:Gather and analyze customer feedbackEmpower employees to fix problemsTrack your impact on revenueGenerate sensational word of mouthTap opportunities to cross-sell and up-sellStrategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.Why settle for passive service Make a business case for ramping up operationsand get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments. 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. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. N° de réf. du vendeur 9781400252879
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