{"product_id":"9780814413333","title":"Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits","description":"\u003cp\u003eThe 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. Drawing 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, author Goodman uses formal research, case studies, and patented practices to show readers how they can:\u003cbr\u003e• calculate the financial impact of good and bad customer service \u003cbr\u003e• make the financial case for customer service improvements\u003cbr\u003e• \u003c\/p\u003e\u003cp\u003esystematically identify the causes of problems \u003cbr\u003e• align customer service with their brand \u003cbr\u003e• harness customer service strategy into their organization's culture and behavior\u003c\/p\u003e\u003cp\u003eFilled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47016728592624,"sku":"9780814413333","price":24.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814413333_p0.jpg?v=1763739606","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814413333","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}