John Goodman

Gebundenes Buch

Strategic Customer Service

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

Beschreibung

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

Autor

John Goodman(Arlington, VA) is vice chairman of Customer Care Measurement and Consulting, and co-founder of TARP Worldwide and has managed more than 1,000 separate customer service studies sponsored by Coca-Cola USA. His clients have included Allstate, Nationwide Insurance, The Museum of Modern Art, IBM, The Mayo Health System, Hyundai, Humana, Johnson & Johnson, Merck, ServiceMaster, HP, GE Capital, Apple, Legg Mason, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, and Harley Davidson.

Produktdetails

• Verlag: HarperCollins Leadership
• 2nd edition
• Seitenzahl: 288
• Erscheinungstermin: 5. Februar 2019
• Englisch
• Abmessung: 236mm x 157mm x 30mm
• Gewicht: 444g
• ISBN-13: 9780814439050
• ISBN-10: 0814439055
• Artikelnr.: 52532169