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. Drawing 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, author Goodman uses formal research, case studies, and patented practices to show readers how they can: ac calculate the financial impact of good and bad customer service ac make the financial case for customer service improvements ac systematically identify the causes of problems ac align customer service with their brand ac harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdomausing hard dataaand reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits John A. GOODMAN. on the rep to enter ... The best test is that reps feel that the observation is fair and look forward to it as a time for celebrating their good job and getting tips on doing even better. ... Surveys are the most effective method of measuring customer satisfaction with service interactionsanbsp;...
|Title||:||Strategic Customer Service|
|Author||:||John A. GOODMAN|
|Publisher||:||AMACOM Div American Mgmt Assn - 2009-05-13|