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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 |
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| Autor principal: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM,
©2009.
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| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- 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.