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Strategic Customer Service - By Goodman, John A.
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PRODUCT INFORMATION

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    Specifications

    Category Type
    Business Strategy
    ISBN
    9780814413333
    Item EAN
    2724343032983
    People
    Author
    Goodman, John A.
    People
    Publisher
    Mcgraw-Hill
    Category Type
    Business Strategy
    ISBN
    9780814413333
    Item EAN
    2724343032983
    People
    Author
    Goodman, John A.
    People
    Publisher
    Mcgraw-Hill
    Technical Information
    Binding
    Paperback
    Languages and countries
    Book Language
    English
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  •  

    Description:

    • Description: 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
    • Description: 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. Drawing 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, author Goodman uses formal research, case studies, and patented practices to show readers how they can: - calculate the financial impact of good and bad customer service - make the financial case for customer service improvements - systematically identify the causes of problems - align customer service with their brand - harness customer service strategy into their organization's culture and behavior 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 loyalty, win more customers...and improve their financial bottom line.
    • ISBN: 9780814413333
    • Publisher:McGraw-Hill
    • Author:Goodman, John A.
 

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