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

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Book Description Publication Date: May 13, 2009 | ISBN-10: 0814413331 | ISBN-13: 978-0814413333 | Edition: 1 The success of any organization depends on high-quality customer service. But for companies that strategically a...
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Book Description

Publication Date: May 13, 2009 | ISBN-10: 0814413331 | ISBN-13: 978-0814413333 | Edition: 1
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 loyalty, win more customers...and improve their financial bottom line.

Editorial Reviews

Review

[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


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."
 

Book 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.
 
 

Product Details

 
Most Helpful Customer Reviews
7 of 7 people found the following review helpful
 
5.0 out of 5 stars Strategic Customer Service is Excellent December 21, 2009
Format:Hardcover
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

John Goodman's book Strategic Customer Service is excellent. In my personal library, I have approximately 150 books on customer service. Goodman's book is easily in the top 1% to 2% of all these books. I give Goodman high marks for three reasons. First, he writes well and is easy to read. Second, he discusses, in depth, a comprehensive range of customer service related subjects. Third, and perhaps most important of all, his book is solidly grounded in empirical findings. I highly recommend Strategic Customer Service to all readers who are searching for a clear, data based, and persuasive explanation as to why customer service is really as important and consequential as its enthusiastic supporters claim it to be.
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3 of 3 people found the following review helpful
 
5.0 out of 5 stars Making Customer Service Pay Off February 22, 2011
Format:Hardcover
As a psychotherapist, consultant and educator for nearly 50 years, I am sure of at least one thing: People act to get their needs met. When faced with questions and uncertainties, people will make choices which are designed to result in a more satisfying and less painful life. I believe this is the basis of all our behavior.

People want to be heard, understood and to be taken seriously....to be appreciated. And when you are fortunate enough to have a dissatisfied customer call, e-mail, fax or otherwise contact your organization, the customer seriously wants someone to pay attention and help get the problem sorted out.

If the customer believes he/she is treated in a responsible manner and the offending concern is addressed, the chances are that the customer will be inclined to purchase additional goods/services from your organization....and they will tell a FEW folk about the positive experience.

On the other hand, if the customer is not satisfied with the response of your organization's Customer Services, the customer will be less inclined to purchase from your organization and they will communicate their dissatisfaction by Word of Mouth to colleagues, golf partners and neighbors and by "Word of Mouse" (a TARP term coined in 1999) to a whole host of people on Facebook and their Family and Friends on e-mail.

John Goodman in his book "Strategic Customer Service" presents 38 years of experience helping organizations, corporations and industries gain positive repurchase intention and positive Word of Mouth so that Customer Relations can become an income center (and that means MAKE MONEY) for the organization rather than being just some well intended organizational fluff.
 

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