Everand Logo

Welcome to Everand!

  • Discover millions of ebooks, audiobooks, and so much more with a free trial

    Only $11.99/month after trial. Cancel anytime.

    Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
    Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
    Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
    Audiobook8 hours

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

    Written by John Goodman

    Narrated by Mark Smeby

    4/5

    ()

    Switch to ebook

    About this audiobook

    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.

    LanguageEnglish
    PublisherAMACOM
    Release dateFeb 5, 2019
    ISBN9781400215935
    Author

    John Goodman

    John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson.

    Related to Strategic Customer Service

    Related audiobooks

    Business For You

    View More
    View More

    Related podcast episodes

    Related articles

    • Article

      Revenue Growth Engineering

      Mar 29, 2018

      Revenue Growth Engineering
      1 min read

    • Article

      Sell Like a Human

      Mar 29, 2017

      Sell Like a Human
      1 min read

    • Article

      Customer Experience: The Never-ending Story

      Jun 21, 2018

      We’re thinking about customer experience all wrong. We often think of customer experience as a series of touchpoints: a visit to a store or a call to a helpdesk and so on. But a new study by business consultants McKinsey found a remarkable anomaly. I

      1 min read

    • Article

      How Are You Measuring Your CX?

      Jan 16, 2020

      BUSINESSES ALL over the world are starting to figure out that happy customers grow businesses – and that customer experience (CX) is key to making those customers happy. But for many, the challenge is how to measure that customer experience. After al

      2 min read

    • Article

      Building Good Client Relationships

      May 14, 2021

      There are many pillars that support good customer relations (and hence business success); amongst these are recognition, acknowledgement and praise. The fresh-produce sector provides many opportunities to practise these. Indeed, they are essential it

      1 min read

    • Article

      On Strategic Marketing

      Jun 21, 2018

      I’d been asked to write an article on the impact of customer experience on strategic marketing. That was the working title anyway. I paused, and thought about the wave of human centred design practises, wielding their dark art on unsuspecting yet eag

      4 min read

    • Article

      The Future Of Marketing

      Sep 23, 2019

      The Future Of Marketing
      5 min read

    • Article

      Six Questions for Stephen Wunker

      Jan 1, 2018

      The jobs people want to get done can be both functional and emotional in nature. Which should innovators focus on first? The first step is to design a product that satisfies one or more functional jobs in a superior way. But if you can also appeal to

      5 min read

    • Article

      In Customer Service, Talk Isn't Cheap, but It Is Essential

      Feb 28, 2023

      IT NEVER CEASES to amaze me how the same companies that gladly fork over vast sums of money to marketing agencies to “build their brands” then go to such extraordinary lengths to undermine them. How difficult is it to part with a few more pennies and

      5 min read

    • Article

      The Big brand Shift

      Sep 22, 2021

      There was a time not long ago, when every corporate had its 10-year plan as an iron-clad, concreted roadmap for the entire organisation. Today, in a world of intermittent lockdowns and generational change that occurred in the space of a year, even a

      5 min read

    • Article

      Avoiding The ‘Crap Trap’

      Mar 27, 2017

      AT CANNES this year, PepsiCo president Brad Jakeman didn’t lean on euphemisms in a fiery address pointing out exactly what he now expects of his agency partners. “Instead of five pieces of content a year, a brand like Pepsi needs about 5,000 pieces o

      7 min read

    • Article

      The Customer Is Always Right

      Sep 19, 2019

      It was retail magnates Harry Selfridge and Marshall Field who famously said “the customer is always right.” Since that fateful utterance years ago, a myriad of business moguls have adopted this stance — the most notable including Raymond Albert Kroc.

      4 min read

    • Article

      Juanita Neville-Te Rito of RX

      Jun 22, 2022

      The lockdown, in hindsight was incredibly fascinating. To live in, it was terribly confusing. For the first time in my lifetime, there was no rulebook on what to do or what not to do. The first thing that was evident is that we realised we are all hu

      5 min read

    • Article

      Don’t Bank On It

      Apr 8, 2018

      Don’t Bank On It
      5 min read

    • Article

      Brain Trust

      May 15, 2019

      The $64,000 question! I would start with customer strategy rather than executional tactics, to determine what technology is actually required to make customers’ lives easier. You can’t ever know what the customer really wants unless you conduct resea

      4 min read

    • Article

      CREATIVITY: It's Logical Really

      Aug 28, 2019

      CREATIVITY: It's Logical Really
      3 min read

    • Article

      Editor's Note

      Oct 14, 2019

      Everything’s a little bit upside-down. As we industrialised, manufacturing and transport became more affordable and manageable. Big business grew; big business leaders grew complacent. Soon they were able to visualise items ordered, manufactured, shi

      2 min read

    • Article

      Better Cx: art Or Science?

      Jun 25, 2020

      Better Cx: art Or Science?
      9 min read

    • Article

      Brands Of The Future

      Dec 8, 2021

      WHILE BRANDS MAY NOT BE DEAD, TRADITIONAL TOOLS FOR BRANDING MAY BE DYING. THIS AS NEW TECHNOLOGIES AND CHANNELS ALLOW MARKETERS TO REACH MASS AUDIENCES IN DYNAMIC WAYS – IS THIS A FAIR ASSESSMENT? “Principles remain, practices change”, as the great

      5 min read

    • Article

      Editor's Note

      Jun 6, 2018

      Trust is the water-cooler conversation topic du jour for marketers and consumers alike. The Facebook and Cambridge Analytica revelations and subsequent media and legal storm have sent the issue global. Yet billions of people all over the world still

      2 min read

    Related categories

    Reviews for Strategic Customer Service

    4/5

    1 rating0 reviews

    What did you think?

    Tap to rate

    Review must be at least 10 words