Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits - Paperback
Pay over time for orders over $35.00 with
Offers & Perks
Earn 14 points with this purchase
Added to your rewards balance after checkout.
100 points welcome bonus
Create an account and start with extra points.
Strategic customer service starts from an awkward fact: the buyers who never complain, and never return, are the ones costing a company most.
John Goodman has been measuring this since 1971, and the argument runs on data rather than on service anecdotes. Complaint handling is treated as a revenue function.
The core claim
Waiting for complaints means measuring only the customers willing to make one. Reaching out first, and fixing causes rather than cases, is what changes the loyalty numbers.
Who it's for
Anyone who has to justify service headcount to a finance team. Readers outside call center operations say the later chapters generalize less well.
From the publisher
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 to:
- Gather and analyze customer feedback
- Empower employees to fix problems
- Track your impact on revenue
- Generate sensational word of mouth
- Tap opportunities to cross-sell and up-sell
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.
Free shipping on orders over $75. Standard shipping takes 3-7 business days. Eligible items may be returned within 30 days of delivery. Conditions apply.