Strategic Customer Service
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Strategic Customer Service
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Author : John Goodman
language : en
Publisher: AMACOM
Release Date : 2019-02-05
Strategic Customer Service written by John Goodman and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-02-05 with Business & Economics categories.
Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees respond. The typical service model is riddled with holes. What about people and businesses who never speak up, but never come back? Learn to actively reach out, prevent problems, and resolve issues in ways that boost loyalty. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource 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 Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.
Customer Service Management In Africa
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Author : Robert Hinson
language : en
Publisher: CRC Press
Release Date : 2020-05-07
Customer Service Management In Africa written by Robert Hinson and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-05-07 with Business & Economics categories.
Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.
Strategic Customer Service
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Author : John A. Goodman
language : en
Publisher: AMACOM/American Management Association
Release Date : 2009
Strategic Customer Service written by John A. Goodman and has been published by AMACOM/American Management Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
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.
Strategic Customer Management
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Author : Nigel F Piercy
language : en
Publisher: OUP Oxford
Release Date : 2009-03-12
Strategic Customer Management written by Nigel F Piercy and has been published by OUP Oxford this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-03-12 with Business & Economics categories.
A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business development, the strategic sales organization, and strategic customer management. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. The book focuses on the transformation of the traditional sales organization into a strategic force leading the strategic customer management process in companies. Traditionally, the area of sales management has mainly been treated as a tactical, operational topic in the conventional marketing literature - simply part of the communications mix within the planned marketing programme. However, the emergence of major customers as dominant buyers in many sectors as a result of pressures towards consolidation and enhanced scale of operations, is changing the way in which sales issues are addressed in supplier organizations. The growth of new forms of buyer-seller relationship based on collaboration and partnering has encouraged organizations to reconsider the sales and account management operation as an important source of competitive differentiation in commoditized markets. Increasingly, sales is being perceived as a central part of business strategy and attention given to the challenges in better aligning sales processes with strategy. This has many implications for the design of the sales organization and its management strategy, which go far beyond the confines of conventional marketing views.
Customer Service Best Practices
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Author : Ron Zemke
language : en
Publisher: Human Resource Development
Release Date : 1998
Customer Service Best Practices written by Ron Zemke and has been published by Human Resource Development this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.
Strategic Customer Management
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Author : Patrick Kim Cheng Low
language : en
Publisher:
Release Date : 2006
Strategic Customer Management written by Patrick Kim Cheng Low and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with categories.
Achieving Excellence Through Customer Service
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Author : John Tschohl
language : en
Publisher: Best Sellers Publishing
Release Date : 1996
Achieving Excellence Through Customer Service written by John Tschohl and has been published by Best Sellers Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Business & Economics categories.
Promotes the theory that superior customer service leads to a superior business organisation
Customer Service The Sandler Way
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Author : Anne MacKeigan
language : en
Publisher:
Release Date : 2015-06-30
Customer Service The Sandler Way written by Anne MacKeigan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-06-30 with categories.
Customer Service The Sandler Way
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Author : Jake K. Godfrey
language : en
Publisher: CreateSpace
Release Date : 2015-08-12
Customer Service The Sandler Way written by Jake K. Godfrey and has been published by CreateSpace this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-08-12 with categories.
Thought-provoking and accessible in approach, this updated and expanded second edition of the Customer Service the Sandler Way: 48 Rules for Strategic Customer Care provides a user-friendly introduction to the subject, Taking a clear structural framework, it guides the reader through the subject's core elements. A flowing writing style combines with the use of illustrations and diagrams throughout the text to ensure the reader understands even the most complex of concepts. This succinct and enlightening overview is a required reading for advanced graduate-level students. We hope you find this book useful in shaping your future career. Feel free to send us your enquiries related to our publications to [email protected] Rise Press
Customer Experience 3 0
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Author : John A. Goodman
language : en
Publisher: HarperChristian + ORM
Release Date : 2014-08-12
Customer Experience 3 0 written by John A. Goodman and has been published by HarperChristian + ORM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-08-12 with Technology & Engineering categories.
Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves...while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.