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
大学図書館所蔵 全1件
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