Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits

Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / John A. Goodman.

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...

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Bibliographic Details
Main Author: Goodman, John A.
Format: eBook
Language:English
Published: New York : AMACOM, ©2009.
Subjects:
Customer services.
Customer relations > Management.
BUSINESS & ECONOMICS > Customer Relations.
Customer relations > Management
Customer services
Online Access:Click for online access
Table of Contents:
  • 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.

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