Strategic customer service: managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
New York
AMACOM
©2009
|
| Schlagworte: | |
| Online-Zugang: | FAW01 FAW02 Volltext |
| Beschreibung: | Includes bibliographical references and index 1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da |
| Beschreibung: | 1 Online-Ressource (xiv, 256 pages) |
| ISBN: | 0814413331 081441334X 9780814413333 9780814413340 |
Internformat
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV043113931 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 151126s2009 |||| o||u| ||||||eng d | ||
| 020 | |a 0814413331 |9 0-8144-1333-1 | ||
| 020 | |a 081441334X |c electronic bk. |9 0-8144-1334-X | ||
| 020 | |a 9780814413333 |9 978-0-8144-1333-3 | ||
| 020 | |a 9780814413340 |c electronic bk. |9 978-0-8144-1334-0 | ||
| 035 | |a (OCoLC)404277239 | ||
| 035 | |a (DE-599)BVBBV043113931 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-1046 |a DE-1047 | ||
| 082 | 0 | |a 658.8/12 |2 22 | |
| 100 | 1 | |a Goodman, John A. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Strategic customer service |b managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits |c John A. Goodman |
| 264 | 1 | |a New York |b AMACOM |c ©2009 | |
| 300 | |a 1 Online-Ressource (xiv, 256 pages) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 500 | |a 1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior | ||
| 500 | |a The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da | ||
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 7 | |a Customer relations / Management |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Customer relations |x Management | |
| 856 | 4 | 0 | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210 |x Aggregator |3 Volltext |
| 912 | |a ZDB-4-EBA | ||
| 999 | |a oai:aleph.bib-bvb.de:BVB01-028538122 | ||
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210 |l FAW01 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210 |l FAW02 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
Datensatz im Suchindex
| _version_ | 1804175536607461376 |
|---|---|
| any_adam_object | |
| author | Goodman, John A. |
| author_facet | Goodman, John A. |
| author_role | aut |
| author_sort | Goodman, John A. |
| author_variant | j a g ja jag |
| building | Verbundindex |
| bvnumber | BV043113931 |
| collection | ZDB-4-EBA |
| ctrlnum | (OCoLC)404277239 (DE-599)BVBBV043113931 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03679nmm a2200457zc 4500</leader><controlfield tag="001">BV043113931</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">151126s2009 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0814413331</subfield><subfield code="9">0-8144-1333-1</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">081441334X</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">0-8144-1334-X</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780814413333</subfield><subfield code="9">978-0-8144-1333-3</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780814413340</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">978-0-8144-1334-0</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)404277239</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV043113931</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-1046</subfield><subfield code="a">DE-1047</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">22</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Goodman, John A.</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Strategic customer service</subfield><subfield code="b">managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits</subfield><subfield code="c">John A. Goodman</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York</subfield><subfield code="b">AMACOM</subfield><subfield code="c">©2009</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (xiv, 256 pages)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Customer Relations</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer relations / Management</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer services</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Wirtschaft</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield><subfield code="x">Management</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBA</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-028538122</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210</subfield><subfield code="l">FAW01</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210</subfield><subfield code="l">FAW02</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV043113931 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:17:51Z |
| institution | BVB |
| isbn | 0814413331 081441334X 9780814413333 9780814413340 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028538122 |
| oclc_num | 404277239 |
| open_access_boolean | |
| owner | DE-1046 DE-1047 |
| owner_facet | DE-1046 DE-1047 |
| physical | 1 Online-Ressource (xiv, 256 pages) |
| psigel | ZDB-4-EBA ZDB-4-EBA FAW_PDA_EBA |
| publishDate | 2009 |
| publishDateSearch | 2009 |
| publishDateSort | 2009 |
| publisher | AMACOM |
| record_format | marc |
| spelling | Goodman, John A. Verfasser aut Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits John A. Goodman New York AMACOM ©2009 1 Online-Ressource (xiv, 256 pages) txt rdacontent c rdamedia cr rdacarrier Includes bibliographical references and index 1. Seeing customer service strategically : understanding the true role of customer service in your business -- 2. What do customers want (and what should we deliver)? : understanding customer expectations and setting goals strategically -- 3. Tactical responses and strategic solutions : dealing with customers' problems and addressing their causes -- 4. Fixes and finances : making the financial case for customer service investments -- 5. Information, please : developing an efficient, actionable voice of the customer process -- 6. Defining processes that work for customers : using the eight-point TARP framework for delivering service -- 7. Technology and the customer interface : creating systems that customers will use -- and enjoy -- 8. People are still paramount : four factors for creating sustained front-line success -- 9. The ultimate customer experience : boosting revenue by creating delight -- 10. Brand-aligned customer service : building the service strategy into every function -- 11. Ride waves without wipeouts : dealing with trends in labor, technology, and politics -- 12. A thousand things done right : translating the strategy of delivering superb service into organizational behavior The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard da BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations / Management fast Customer services fast Wirtschaft Customer services Customer relations Management http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210 Aggregator Volltext |
| spellingShingle | Goodman, John A. Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations / Management fast Customer services fast Wirtschaft Customer services Customer relations Management |
| title | Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits |
| title_auth | Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits |
| title_exact_search | Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits |
| title_full | Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits John A. Goodman |
| title_fullStr | Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits John A. Goodman |
| title_full_unstemmed | Strategic customer service managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits John A. Goodman |
| title_short | Strategic customer service |
| title_sort | strategic customer service managing the customer experience to increase positive word of mouth build loyalty and maximize profits |
| title_sub | managing the customer experience to increase positive word of mouth, build loyalty, and maximize profits |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations / Management fast Customer services fast Wirtschaft Customer services Customer relations Management |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer relations / Management Customer services Wirtschaft Customer relations Management |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=274210 |
| work_keys_str_mv | AT goodmanjohna strategiccustomerservicemanagingthecustomerexperiencetoincreasepositivewordofmouthbuildloyaltyandmaximizeprofits |