by John A. Goodman · Tapa dura · ISBN 9780814413333
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«Strategic Customer Service» is the business management book by John A. Goodman, published by AMACOM in hardback (256 pages, in English).
John A. Goodman argues that customer service can be a competitive advantage if aligned with corporate strategy. Drawing on over thirty years of research at companies such as American Express, Coca-Cola, and Toyota, he shows how to measure its economic impact, identify the root of problems, and turn it into loyalty and recommendations.
Full title: Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits. First edition, published in 2009.
For executives, customer service managers, and marketing professionals who want to improve the customer experience with data.
Tapa dura
