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

by John A. Goodman

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. 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. Strategic 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 Strategic 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. Why 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.

Genres: Business

288 pages, Hardcover

First published May 13, 2009

About the author

John A. Goodman, a highly regarded customer experience expert, has consulted with over 40 of the Fortune 100 companies and is author of Strategic Customer Service. He cofounded the consulting firm Tom Peters once called “perhaps America's premier customer service research firm,” and directs the biannual National Rage Study, which tracks customer experience in the market.

Reviews

[Guy Winch · Rating 5 out of 5]

A must for anyone in the customer service field and for any small business owner!

[Stephen · Rating 5 out of 5]

READ DEC 2013

Nicely done piece on taking customer service from a reaction-based organization to a truly strategic organizational differentiator.

[Dayo Adewoye · Rating 5 out of 5]

This was a thorough introduction to the field of customer service management from a strategic perspective. I found it helpful in clarifying some aspects of my job such as how to use technology, determining how job descriptions should be phrased, as well as how to get an organization to buy into customer service. It is quite dense and might be a bit challenging to navigate, especially if this is your first exposure to books on CS. Nevertheless, you will leave much more wiser. The author has been a consultant for decades, working for many top organizations. So he is conversant with changes and developments in technology and how they impact the field.

I highly recommend the book.

[Mills College Library]

658.812 G6534 2009