Managing Customer Service
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Strategic Customer Service
Author: John A. Goodman
language: en
Publisher: AMACOM/American Management Association
Release Date: 2009
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 data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Managing Quality Customer Service
Author: William B. Martin
language: en
Publisher: Crisp Pub Incorporated
Release Date: 1989
This practical, self-study book was developed to help you establish and manage a quality service operation.
Managing Customer Experiences in an Omnichannel World
Author: Taşkın Dirsehan
language: en
Publisher: Emerald Group Publishing
Release Date: 2020-11-26
Managing Customer Experiences in an Omnichannel World explores how organizations integrating both the physical and virtual environments for consumers will enable them to effectively manage the customer experience.