Strategic Customer Service

Strategic Customer Service

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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: a€c calculate the financial impact of good and bad customer service a€c make the financial case for customer service improvements a€c systematically identify the causes of problems a€c align customer service with their brand a€c 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 wisdoma€”using hard dataa€”and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.and customer relationshipsa€”demand a systematic approach to delivering tactical and strategic service in ways that achieve ... Customer service can broaden its contribution to strategic objectives only when the process is properly conceived, anbsp;...

Title:Strategic Customer Service
Author:John A. GOODMAN
Publisher:AMACOM Div American Mgmt Assn - 2009-05-13


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