Strategic customer service : managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits (Second edition)

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 feedbackEmpower employees to fix problemsTrack your impact on revenueGenerate sensational word of mouthTap opportunities to cross-sell and up-sellStrategic 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.