Free Ebook Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Agustus 22, 2014Free Ebook Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Free Ebook Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
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Product details
Audio CD
Publisher: HarperCollins Leadership on Brilliance Audio; Unabridged edition (April 2, 2019)
Language: English
ISBN-10: 1978671490
ISBN-13: 978-1978671492
Product Dimensions:
5.2 x 0.5 x 6.8 inches
Shipping Weight: 2.6 ounces (View shipping rates and policies)
Average Customer Review:
5.0 out of 5 stars
2 customer reviews
Amazon Best Sellers Rank:
#1,326,505 in Books (See Top 100 in Books)
This updated second edition of Strategic Customer Service delivers. Having worked in the field of customer service at the corporate level for years, I can attest to the fact that peers who worked in disciplines like operations, sales, and finance often viewed customer service as sort of a squishy soft skill. As such, it was seen as difficult to quantify and validate as compared with, say, revenue or productivity.The strength of Goodman and Broetzmann’s approach to writing about customer service, customer experience, and customer experience management is that they do not rely exclusively on predictable over-the-top stories and personal anecdotes to support their opinions about enhancing the customer experience, building loyalty, and increasing profits. Instead, they present numerous ways to quantify returns on exceptional service quality as well as the cost of subpar customer service or simply maintaining the status quo.In the real world of work, executives and operators value improved performance that can be isolated, measured, and validated. This book will enable you to create a strategy and a compelling business case for customer service that will do just that. Highly recommend.
The original edition of Strategic Customer Service was a classic. It was one of the few books that really focused on the business case for customer service. It showed customer service leaders data they could use to convince their CEO and CFO to sign-off on investing in an improved experience.The second edition adds some important new dimensions. It adds additional focus on B2B customers, provides updated data on customer expectations, and discusses important changes that have occurred since the original book was published. This is a useful resource for any customer service executive.
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