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John Goodman

Strategic Customer Service

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

Buch

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 data and reveals how any organization can earn more… Mehr

CHF 29.50

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Produktdetails

  • ISBN: 978-0-8144-1333-3
  • EAN: 9780814413333
  • Produktnummer: 4466807
  • Verlag: Harper Collins (US)
  • Sprache: Englisch
  • Erscheinungsjahr: 2009
  • Seitenangabe: 272 S.
  • Masse: H23.5 cm x B15.9 cm x D2.5 cm 543 g
  • Gewicht: 543

Über den Autor

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.

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