Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

Strategic Customer Service is a data-packed roadmap that shows how any organization can win more customers and increase sales by learning to be more strategic with their customer service. It draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach how to gather and analyze customer feedback, empower employees to fix problems, track your impact on revenue, generate sensational word of mouth, and tap opportunities to cross-sell and up-sell.

Format: Hardback
Length: 288 pages
Publication date: 07 March 2019
Publisher: HarperCollins Focus

Any organization can significantly enhance its customer base and boost sales by adopting a strategic approach to customer service. The conventional service model often falls short, leaving gaps in addressing customer complaints and concerns. However, what about customers who remain silent but never return? By proactively reaching out, preventing problems, and resolving issues in innovative ways, organizations can foster loyalty and retain customers.

Strategic Customer Service is a comprehensive guide that provides valuable insights into the impact of exceptional versus mediocre service. It offers comprehensive guidelines and real-world case studies to help organizations gather and analyze customer feedback, empower employees to resolve problems, track their revenue impact, and generate sensational word-of-mouth. Drawing from over 30 years of research conducted by companies like 3M, GE, and Chick-Fil-A, Strategic Customer Service teaches organizations how to elevate their business beyond mere competence and transform it into a profitable word-of-mouth machine that drives bottom-line growth.

In today's competitive landscape, settling for passive service is not an option. By making a compelling business case for enhancing customer service operations, organizations can unlock significant benefits that far exceed their initial investments. By transforming customer service into a strategic function, organizations can create a competitive advantage, build strong customer relationships, and drive long-term success.

In conclusion, adopting a strategic approach to customer service is a crucial step for organizations seeking to expand their customer base, increase sales, and foster loyalty. By leveraging data-driven insights, empowering employees, and transforming customer service into a strategic function, organizations can achieve remarkable growth and success in the long run.

Weight: 454g
Dimension: 234 x 168 x 27 (mm)
ISBN-13: 9780814439050
Edition number: Second Edition