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

by John A. Goodman

Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches readers how to: calculate the financial impact of good and bad customer service; make the financial case for customer service improvements; systematically identify the causes of problems; align customer service with their brand; and harness customer service strategy into their organization's culture and behavior.Any organization can win more customers and increase sales if it would only learn to align customer service with corporate strategy. Filled with patented practices and eye-opening case studies, Strategic Customer Service uses hard data to teach readers how reap the benefits of customer loyalty.

Genres: Business

256 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