Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
(eBook)
Author
Contributors
Broetzmann, Scott M., author.
Published
[Place of publication not identified] : AMACOM, [2019].
Format
eBook
ISBN
9780814439067
Physical Desc
1 online resource (288 pages)
Status
Description
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More Details
Language
English
UPC
9780814439067
Notes
Restrictions on Access
Access limited to subscribing institutions.
Description
Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches readers how to: 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; and harness customer service strategy into their organization's culture and behavior.Any organization can win more customers and increase sales if it would only learn to align customer service with corporate strategy. Filled with patented practices and eye-opening case studies, Strategic Customer Service uses hard data to teach readers how reap the benefits of customer loyalty.
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Citations
APA Citation, 7th Edition (style guide)
Goodman, J. A., & Broetzmann, S. M. (2019). Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits . AMACOM.
Chicago / Turabian - Author Date Citation, 17th Edition (style guide)Goodman, John A. and Scott M., Broetzmann. 2019. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits. AMACOM.
Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)Goodman, John A. and Scott M., Broetzmann. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits AMACOM, 2019.
MLA Citation, 9th Edition (style guide)Goodman, John A.,, and Scott M. Broetzmann. Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits AMACOM, 2019.
Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.
Staff View
Grouped Work ID
baed2e07-1126-cb23-b726-f9e76f350203-eng
Grouping Information
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| Full title | strategic customer service managing the customer experience to increase positive word of mouth build loyalty and maximize profits |
| Author | goodman john a |
| Grouping Category | book |
| Last Update | 2022-06-15 00:30:04AM |
| Last Indexed | 2024-06-01 03:23:53AM |
Book Cover Information
| Image Source | syndetics |
|---|---|
| First Loaded | May 13, 2024 |
| Last Used | May 13, 2024 |
Marc Record
| First Detected | Aug 13, 2021 12:52:36 PM |
|---|---|
| Last File Modification Time | Aug 13, 2021 12:52:36 PM |
MARC Record
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