Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize margins and profits
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-o...
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| Main Authors: | , |
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| Format: | Book |
| Language: | English |
| Published: |
New York
HarperCollins Leadership, an imprint of HarperCollins
2019
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| Edition: | Second edition |
| Subjects: | |
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Table of Contents:
- Introduction: Customer service vs. customer experience
- Seeing customer service strategically
- What do customers want?
- Creating a customer service system with tactical responses and strategic problem prevention
- Going beyond basic service : engagement and delight
- Working with partners : retailers and outsourcers
- Making the business case for customer service investments
- Be all ears : create a unified VOC
- Lies, damned lies, and CE surveys
- Implementing psychic pizza : technology and its appropriate roles
- Creating a can-do, customer-focused culture
- Appendix A: Customer relationship management systems
- Appendix B: List of acronyms