Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / / John A. Goodman
(Visualizza in formato marc)
(Visualizza in BIBFRAME)
| Autore: |
Goodman John A
|
| Titolo: |
Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits / / John A. Goodman
|
| Pubblicazione: | New York, : AMACOM, c2009 |
| Edizione: | 1st ed. |
| Descrizione fisica: | 1 online resource (273 p.) |
| Disciplina: | 658.8/12 |
| Soggetto topico: | Customer services |
| Customer relations - Management | |
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references and index. |
| Nota di contenuto: | CONTENTS; FOREWORD; INTRODUCTION: WHY STRATEGIC CUSTOMER SERVICE?; PART 1: THE IMPORTANCE OF CUSTOMER SERVICE; PART 2: IDENTIFYING IMMEDIATE REVENUE AND PROFIT OPPORTUNITIES; PART 3: RESPONDING TO CUSTOMERS' QUESTIONS AND PROBLEMS; PART 4: MOVING TO THE NEXT LEVEL; PART 5: INTO THE FUTURE; INDEX |
| Sommario/riassunto: | 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 author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da |
| Titolo autorizzato: | Strategic customer service |
| ISBN: | 9786612091100 |
| 9781282091108 | |
| 1282091107 | |
| 9780814413340 | |
| 081441334X | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9911145759303321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |