John A. Goodman – Strategic Customer Service


Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This audiobook draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach listeners how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.

When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak upbut never come back?

Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Transform customer service into a strategic function, and reap benefits far exceeding investmentsoften 10 to 20 times more.

Strategic Customer Service is a data-packed roadmap that shows you how. This new audiobook edition of a landmark book distills decades of research on the impact of great versus mediocre service. Complete guidelines and case studies explain how to:

Gather and analyze customer feedback

Empower employees to fix problems

Track your impact on revenue

Generate sensational word of mouth

Tap opportunities to cross-sell and up-sell

And more

Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.

Why settle for passive service? Make a business case for ramping up operationsand get the tools for making it pay off.

Tables and charts available in the audiobook companion PDF download.

PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.

Author: John A. Goodman
Narrator: Mark Smeby
Duration: 8 hours 31 minutes
Released: 19 May 2002
Publisher: AMACOM
Language: English

User Review:

cinema plump

Constant use of the word CE really ruined this for me. Also, its really telling you more or less to do surveys on customers.

Still have some good value. Too long for what it is trying to convey.