Introducing John Goodman’s latest book…
Strategic Customer Service: Managing the Customer Experience
to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Learn more about providing high-quality customer service in John Goodman’s new book Strategic Customer Service. This book will share secrets of companies that strategically align customer service with their overall corporate strategy to transcend typical good business and improve the bottom line.
Goodman draws on more than 30 years of research for companies such as 3M, American Express, Chick-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 increase loyalty, win more customers and improve their financial bottom line.
Goodman uses formal research, case studies, and patented practices to show readers how they can dramatically improve customer service. Strategic Customer Service:
- Demonstrates that the revenue implications of better service are 10 to 20 times the cost implications
- Helps C-level executives move service from a tactical cost center to a strategic advantage and make it a “word of mouth management tool” that reduces marketing costs
- Shows how to produce an impactful Voice of the Customer that goes beyond surveys to include customer contacts and internal metrics
In addition, Strategic Customer Service:
- Attacks prevalent myths such as:
- It costs more to give great service than just good service
- Answering the phone fast is the key to satisfaction
- Poor service is primarily due to poor front line employee attitude
- Complaints are down; things are better
- Exceeding customer expectations is always a good idea
- Gives simple quantitative methods to estimate the revenue and word of mouth implications as well as the impact of service
- Practical advice that executives can take action on tomorrow, easy fixes and no platitudes or feel good recommendations (e.g., how to empower the front line to “break the rules without breaking the rules.”)
- Provides guidance for design and evaluation of service systems based on 1,000 private, public and non-profit organizations from Toyota, FedEx and Chick-fil-A to MoMA and the USPS.