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Strategic Customer Service: Managing the Customer Experience to Inc - ACCEPTABLE
US $4.53
Condition:
Acceptable
A book with obvious wear. May have some damage to the cover but integrity still intact. The binding may be slightly damaged but integrity is still intact. Possible writing in margins, possible underlining and highlighting of text, but no missing pages or anything that would compromise the legibility or understanding of the text. See the seller’s listing for full details and description of any imperfections.
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Located in: Montgomery, Illinois, United States
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eBay item number:276417047447
Item specifics
- Condition
- Brand
- Unbranded
- MPN
- Does not apply
- ISBN
- 9780814413333
- Book Title
- Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
- Publisher
- Amacom
- Item Length
- 9.2 in
- Publication Year
- 2009
- Format
- Hardcover
- Language
- English
- Illustrator
- Yes
- Item Height
- 1.1 in
- Genre
- Business & Economics
- Topic
- Customer Relations, General
- Item Weight
- 19 Oz
- Item Width
- 6.1 in
- Number of Pages
- 272 Pages
About this product
Product Identifiers
Publisher
Amacom
ISBN-10
0814413331
ISBN-13
9780814413333
eBay Product ID (ePID)
71678382
Product Key Features
Book Title
Strategic Customer Service : Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Number of Pages
272 Pages
Language
English
Topic
Customer Relations, General
Publication Year
2009
Illustrator
Yes
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
1.1 in
Item Weight
19 Oz
Item Length
9.2 in
Item Width
6.1 in
Additional Product Features
Intended Audience
Trade
LCCN
2008-055729
eBook Format
Portable Document Format
Reviews
Selected by Customer Service Newsletter as one of the best customer service books of 2009: "If your company's goal is to create a customer experience that builds relationships and increases customer lifetime value, Goodman's book offers the research data to support such an effort and a blueprint for achieving it.", [Five Stars] "People involved in company strategy or customer service should drop what they are doing and read this five-star book now. For others, it provides an excellent perspective on the value of customer service. Strategic Customer Service is the best book on customer service, in terms of concepts and practical solutions, I have read in a long time. Goodman's wonderful, well-integrated stories are the frosting on the cake." --Grazadio Business Report
Dewey Edition
22
Number of Volumes
1 vol.
Dewey Decimal
658.8/12
Edition Description
Special
Synopsis
What is the key to winning more customers and increasing sales? Superior customer service. Learn how top companies transcend typical good business practices to earn and maintain a reputation that transforms the bottom line., Customer care and measurement consultant John Goodman shows companies how to leverage the incredible power of customer service to become profitable word-of-mouth machines that experience long-term loyalty and success. Drawing on over thirty years of research for companies such as 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his strategic book challenges conventional business wisdom and teaches readers how to: 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; and harness customer service strategy into their organization's culture and behavior.Any organization can win more customers and increase sales if it would only learn to align customer service with corporate strategy. Filled with patented practices and eye-opening case studies, Strategic Customer Service uses hard data to teach readers how reap the benefits of customer loyalty., 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.
LC Classification Number
HF5415.5.G672 2009
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- y***o (18)- Feedback left by buyer.Past monthVerified purchaseThis is an outstanding seller to deal with. Fair prices that are more than reasonable in this economy. The product is in better condition than described, a true value for my money. Packaged and shipped well shows seller has concern for the products he sells to arrive in excellent condition. The seller is friendly and communicates timely with his customers. I highly recommend this seller and would do business again anytime. Thank you.
- y***e (1006)- Feedback left by buyer.Past monthVerified purchaseCOVER TORN FROM SIDE OF PAGES BUT I WILL GLUE BACK! This is an outstanding seller to deal with. Fair prices that are more than reasonable in this economy. The product is in better condition than described, a true value for my money. Packaged and shipped well shows seller has concern for the products he sells to arrive in excellent condition. The seller is friendly and communicates timely with his customers. I highly recommend this seller and would do business again anytime. Thank you!
- s***t (535)- Feedback left by buyer.Past monthVerified purchaseThis is outstanding seller to deal with. Fair prices that are more than reasonable. The product is in better condition than described, a true value for my money. Packaged and shipped well shows seller has concern for the products they sell and arrives in excellent condition. The seller is very friendly and communicates well with customers. I highly recommend this seller and would do business again anytime without hesitation.
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