Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
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:
– calculate the financial impact of good and bad customer service
– make the financial case for customer service improvements –
systematically identify the causes of problems
– align customer service with their brand
– 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 wisdom–using hard data–and reveals how any organization can earn more loyalty, win more customers…and improve their financial bottom line.
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