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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
5 Great reasons to buy from us:
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.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. Transform customer service into a strategic function, and reap benefits far exceeding investments-often 10 to 20 times more.Strategic Customer Service is a data-packed roadmap that shows you how. This new edition of a landmark book 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-sellAnd moreUpdated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.Why settle for passive service? Make a business case for ramping up operations-and get the tools for making it pay off. About the Author 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.
**We ship ONLY within the US and its territories. NO international shipping available.
Standard shipping (delivery in 3-8 business days)
$3.99 on orders from $0 - $19.99 via USPS Media Mail
$5.99 on orders from $20 - $48.99 via USPS Media Mail
Free Shipping on orders over $49 via USPS Media Mail
Customers in Puerto Rico and Hawaii, please note that Standard Shipping can take up to 21 business days.
Need your order sooner?
Express shipping (delivery in 3-5 business days)
$8.99 on orders from $0 - $19.99 via Priority Mail
$13.99 on orders from $20 - $48.99 via Priority Mail
$19.99 on orders from $49-$99.99 via Priority Mail
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Please allow 10 days for your order to arrive. You will receive a tracking number for your order via email. To keep prices low we ship via the US Postal Service. This means sometimes you have to wait a little longer to get your order but it's always worth it! |
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Returns are easy, simply contact us and send your item to our returns center for fast processing. We'll get you a replacement or refund in a snap! |
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You get a full 30 days to return your item to us. If it doesn't fit, it breaks, you've changed your mind or for no reason whatsoever simply send it back to us and we'll cheerfully refund you 100% of your order. |
|
 |
Returns are easy, simply contact us for a returns number and send your item to our returns centre for fast processing. We'll get you a replacement or refund in a snap! |
|
 |
In the unlikely event that you find your item cheaper at another online store, just let us know and we'll beat the competitor's pricing hands-down. |
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 |
We insist that you love everything you buy from us. If you're unhappy for any reason whatsoever, just let us know and we'll bend over backwards to make things right again. |
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 |
Ordering from Biblestore is 100% safe and secure so you can rest easy. Your personal details are never shared, sold or rented to anyone either. |
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.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. Transform customer service into a strategic function, and reap benefits far exceeding investments-often 10 to 20 times more.Strategic Customer Service is a data-packed roadmap that shows you how. This new edition of a landmark book 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-sellAnd moreUpdated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.Why settle for passive service? Make a business case for ramping up operations-and get the tools for making it pay off. About the Author 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.
**We ship ONLY within the US and its territories. NO international shipping available.
Standard shipping (delivery in 3-8 business days)
$3.99 on orders from $0 - $19.99 via USPS Media Mail
$5.99 on orders from $20 - $48.99 via USPS Media Mail
Free Shipping on orders over $49 via USPS Media Mail
Customers in Puerto Rico and Hawaii, please note that Standard Shipping can take up to 21 business days.
Need your order sooner?
Express shipping (delivery in 3-5 business days)
$8.99 on orders from $0 - $19.99 via Priority Mail
$13.99 on orders from $20 - $48.99 via Priority Mail
$19.99 on orders from $49-$99.99 via Priority Mail
|
Please allow 10 days for your order to arrive. You will receive a tracking number for your order via email. To keep prices low we ship via the US Postal Service. This means sometimes you have to wait a little longer to get your order but it's always worth it! |
|
|
Returns are easy, simply contact us and send your item to our returns center for fast processing. We'll get you a replacement or refund in a snap! |
|
You get a full 30 days to return your item to us. If it doesn't fit, it breaks, you've changed your mind or for no reason whatsoever simply send it back to us and we'll cheerfully refund you 100% of your order. |
|
|
Returns are easy, simply contact us for a returns number and send your item to our returns centre for fast processing. We'll get you a replacement or refund in a snap! |
|
|
In the unlikely event that you find your item cheaper at another online store, just let us know and we'll beat the competitor's pricing hands-down. |
|
|
We insist that you love everything you buy from us. If you're unhappy for any reason whatsoever, just let us know and we'll bend over backwards to make things right again. |
|
|
Ordering from Biblestore is 100% safe and secure so you can rest easy. Your personal details are never shared, sold or rented to anyone either. |
