Strategic Customer Service
Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Leveringstid: Sendes innen 7 virkedager
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. Transform customer service into a strategic function, and reap benefits far exceeding investments-often 10 to 20 times more.
Strategic Customer Service is a data-packed roadmap that shows you how. This new edition of a landmark book 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
Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.
Why settle for passive service? Make a business case for ramping up operations-and get the tools for making it pay off.