Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize margins and profits
著者
書誌事項
Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize margins and profits
HarperCollins Leadership, c2019
2nd ed
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注記
Includes index
収録内容
- Introduction: Customer service vs. customer experience
- Seeing customer service strategically
- What do customers want?
- Creating a customer service system with tactical responses and strategic problem prevention
- Going beyond basic service : engagement and delight
- Working with partners : retailers and outsourcers
- Making the business case for customer service investments
- Be all ears : create a unified VOC
- Lies, damned lies, and CE surveys
- Implementing psychic pizza : technology and its appropriate roles
- Creating a can-do, customer-focused culture
- Appendix A: Customer relationship management systems
- Appendix B: List of acronyms
内容説明・目次
内容説明
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.
「Nielsen BookData」 より