Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits - John Goodman

Descriere & specificații

nAny organization can win more customers and increase sales if they learn to be more strategic with their customer service.n nWhen 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.n nStrategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to: n n- Gather and analyze customer feedback n- Empower employees to fix problems n- Track your impact on revenue n- Generate sensational word of mouth n- Tap opportunities to cross-sell and up-sell nStrategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.n nWhy settle for passive service? Make a business case for ramping up operations--and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.n

Produse similare

John GoodmanCustomer Experience 3.0: High-Profit Strategies in the Age of Techno Service - John Goodman

132,20 lei165,25 lei-20%

Gerard Prof GeorgeBusiness Model Book

86,34 lei107,93 lei-20%

Tahl RazNever Eat Alone - Keith Ferrazzi, Tahl Raz

69,06 lei86,33 lei-20%

Neal BoortzThe FairTax Book: Saying Goodbye to the Income Tax and the IRS - Neal Boortz

94,19 lei117,74 lei-20%

Renee EvensonPowerful Phrases for Dealing with Difficult People

105,76 lei132,20 lei-20%

Char AdamsBlack-Owned: The Revolutionary Life of the Black Bookstore - Char Adams

166,98 lei208,73 lei-20%

Matt MocharyThe Great CEO Within: The Tactical Guide to Company Building - Matt Mochary

74,35 lei92,94 lei-20%

Jocko WillinkExtreme Ownership

153,76 lei192,20 lei-20%

Spencer JohnsonWho Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life - Spencer Johnson

155,52 lei194,40 lei-20%

Simon SinekLeaders Eat Last: Why Some Teams Pull Together and Others Don't - Simon Sinek

109,12 lei136,40 lei-20%

Harvard Business ReviewDealing with Difficult People - Harvard Business Review

99,15 lei123,94 lei-20%

Patrick McgeeApple in China: The Capture of the World's Greatest Company - Patrick Mcgee

158,72 lei198,40 lei-20%