STRATEGIC CUSTOMER SERVICE HC

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.

Product details

• Best Sellers Rank: #695,091 in Books (See Top 100 in Books)
  • #552 in Customer Relations (Books)
  • #1,029 in Business Decision Making
  • #1,825 in Decision-Making & Problem Solving

• Customer Reviews: 
  4.4 4.4 out of 5 stars    61 ratings