{"product_id":"2940170554263","title":"Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits","description":"\u003cp\u003e\u003cstrong\u003eAny organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eWhen 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?\u003c\/p\u003e\u003cp\u003eLearn 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 investmentsamp;mdash;often 10 to 20 times more.\u003c\/p\u003e\u003cp\u003e\u003cem\u003eStrategic Customer Service\u003c\/em\u003e 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:\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eGather and analyze customer feedback\u003c\/li\u003e\n\u003cli\u003eEmpower employees to fix problems\u003c\/li\u003e\n\u003cli\u003eTrack your impact on revenue\u003c\/li\u003e\n\u003cli\u003eGenerate sensational word of mouth\u003c\/li\u003e\n\u003cli\u003eTap opportunities to cross-sell and up-sell\u003c\/li\u003e\n\u003cli\u003eAnd more\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eUpdated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.\u003c\/p\u003e\u003cp\u003eWhy settle for passive service? Make a business case for ramping up operationsamp;mdash;and get the tools for making it pay off.\u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47117356761328,"sku":"2940170554263","price":24.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/2940170554263_p0.jpg?v=1763712286","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/2940170554263","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}