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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. The au...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM,
©2009.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 100 | 1 | |a Goodman, John A. | |
| 245 | 1 | 0 | |a Strategic customer service : |b managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / |c John A. Goodman. |
| 260 | |a New York : |b AMACOM, |c ©2009. | ||
| 300 | |a 1 online resource (xiv, 256 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references and index. | ||
| 505 | 0 | |a 1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior. | |
| 520 | |a 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. The author draws 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. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da. | ||
| 588 | 0 | |a Print version record. | |
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations |x Management. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer relations |x Management |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 758 | |i has work: |a Strategic customer service (Text) |1 https://id.oclc.org/worldcat/entity/E39PCG9Q3BFCfmqgypxWjcwVyb |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Goodman, John A. |t Strategic customer service. |d New York : AMACOM, ©2009 |z 9780814413333 |z 0814413331 |w (DLC) 2008055729 |w (OCoLC)276334374 |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=434996 |z Texto completo |
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