Sign-In
Cart
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
Audio Book
Currently unavailable to order
Please enter your email and a message will be sent to you when this product becomes available on our website.
ISBN13: 9781978671492
Publisher: Harpercollins Leadership On Br
Published: Apr 2 2019
Weight: 0.15
Height: 0.50 Width: 5.30 Depth: 6.70
Language: English
Any 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.
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. Transform customer service into a strategic function, and reap benefits far exceeding investments--often 10 to 20 times more.
Strategic Customer Service 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:
- Gather and analyze customer feedback
- Empower employees to fix problems
- Track your impact on revenue
- Generate sensational word of mouth
- Tap opportunities to cross-sell and up-sell
- And more
Updated sections help you forge bonds via social media and online chat, attract and retain great employees, and leverage the latest technology.
Why settle for passive service? Make a business case for ramping up operations--and get the tools for making it pay off.
Also in
Business General
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
Grenny, Joseph
Patterson, Kerry
Switzler, Al
Paperback
The Pig and I: The Tale of Our Relationship with a Beast We Eat
Endresen, Kristoffer Hattleland
Hardcover
Whale Done!: The Power of Positive Relationships
Tompkins, Chuck
Blanchard, Kenneth
Lacinak, Thad
Hardcover
Inspired: Understanding Creativity: A Journey Through Art, Science, and the Soul
Richtel, Matt
Hardcover
Quiet Girls Can Run the World: Owning Your Power When You're Not the "Alpha" in the Room
Holman, Rebecca
Paperback
Climb: Taking Every Step with Conviction, Courage, and Calculated Risk to Achieve a Thriving Career and a Successful Life
Gadsden-Williams, Michelle
Brown, Carolyn M.
Paperback
The Token: Common Sense Ideas for Increasing Diversity in Your Organization
Farmer, Crystal Byrd
Paperback
Paris Chic & Trendy: Designers' Studios, Hip Boutiques, Vintage Shops
Ribes-Tiphaine, Adrienne
Paperback
The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking about
Robbins, Mel
Robbins, Sawyer
Hardcover
The Reverse Centaur's Guide to Life After AI: How to Think about Artificial Intelligence--Before It's Too Late
Doctorow, Cory
Paperback
The Risk Worth Taking: A Story of Breaking Free and Trading for a Life You Love
Ijeoma, Teri
Hardcover
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Gallo, Amy
Review, Harvard Business
Drucker, Peter F.
Paperback
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Duckworth, Angela L.
Review, Harvard Business
Gervais, Michael
Paperback
1873: The Rothschilds, the First Great Depression, and the Making of the Modern World
Ahamed, Liaquat
Hardcover
Surrender to Lead: The Counterintuitive Approach to Driving Extraordinary Results
Terry, Joe
Kriegel, Jessica
Hardcover
How to Be a Rich Old Lady: Your Guide to Easy Investing, Building Wealth, and Creating the Wild, Beautiful Life You Want
Holden, Amanda
Hardcover
Take Breaks, Work Better: Measure Impact, Not Hours, and Transform Your Profitability
Briggs, John
Paperback
Money Unlocked: How to Make It, Keep It and Multiply It: The New York Times Bestseller
Lee, John
Paperback
Crucial Conversations: Tools for Talking When Stakes Are High
Grenny, Joseph
McMillan, Ron
Patterson, Kerry
Paperback
The Goal: 40th Anniversary Edition: A Process of Ongoing Improvement
Cox, Jeff
Goldratt, Eliyahu M.
Paperback
The Freedom-Based Business Method: Reset, Systemize, and Realign Your Business to Live a Life of Harmony
Ellis, Natalie
Hardcover
The Courage to Commit: Embrace the Radical Power of Sticking with Something
Johnson, Shawn
East, Andrew
Hardcover
Who Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life
Johnson, Spencer
Hardcover
The Infinity Machine: Demis Hassabis, Deepmind, and the Quest for Superintelligence
Mallaby, Sebastian
Hardcover
How We Could: The Framework to Lead Without Drama, Build Alignment, and Call Teams to Greatness
Dorr, Alex
Hardcover
The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living
Hanselman, Stephen
Holiday, Ryan
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Ibarra, Herminia
Review, Harvard Business
Edmondson, Amy C.
Paperback
7-Figure Educator: Turn Your Experience as an Educator Into Income, Impact, and Freedom
Jordan-Thomas, Erica
Paperback
The Millionaire Next Door: The Surprising Secrets of America's Wealthy
Danko, William D., PH. D.
Stanley, Thomas J., PH. D.
Paperback
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Wickman, Gino
Bouwer, Tom
Hardcover
The Overthinker's Guide to Making Decisions: How to Make Decisions Without Losing Your Mind
Nguyen, Joseph
Hardcover
Dummies Guide to Starting Your Own Business: Essential Steps to Launching and Scaling a Successful Small Business Venture
Press, Essywrites
Paperback
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
Confidence (HBR Emotional Intelligence Series)
Review, Harvard Business
Kanter, Rosabeth Moss
Chamorro-Premuzic, Tomas
Paperback
The Retire Sooner Method: The 5 Secrets Behind America's Happiest (and Unhappiest) Retirees
Moss, Wes
Hardcover
I Will Teach You to Be Rich: No Guilt. No Excuses. Just a 6-Week Program That Works (Second Edition)
Sethi, Ramit
Paperback
Get Scalable: The Operating System Your Business Needs To Run and Scale Without You
Deiss, Ryan
Paperback
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
Building Great Businesses: Create Momentum, Overcome Setbacks, and Scale with Confidence
Becker, Scott
Hardcover
Never Split the Difference: Negotiating as If Your Life Depended on It
Raz, Tahl
Voss, Chris
Hardcover
Hábitos Atómicos: Cambios Pequeños, Resultados Extraordinarios / Atomic Habits
Clear, James
Paperback
A Guide to the Project Management Body of Knowledge (Pmbok(r) Guide) -- Eighth Edition and the Standard for Project Management
Project Management Institute
Paperback
Influence and Persuasion (HBR Emotional Intelligence Series)
Review, Harvard Business
Morgan, Nick
Cialdini, Robert B.
Paperback
Mindful Listening (HBR Emotional Intelligence Series)
Hougaard, Rasmus
Zenger, Jack
Review, Harvard Business
Paperback
A Little More Social: How Small Choices Create Unexpected Happiness, Health, and Connection
Epley, Nicholas
Hardcover
Atlas of the Heart: Mapping Meaningful Connection and the Language of Human Experience
Brown, Brené
Hardcover
Expecting Better: Why the Conventional Pregnancy Wisdom Is Wrong--and What You Really Need to Know
Oster, Emily
Paperback
Take It Personal: How to Succeed by Building Relationships and Playing the Long Game
Grutman, David
Hardcover
Getting to Yes: Negotiating Agreement Without Giving in
Ury, William
Patton, Bruce
Fisher, Roger
Paperback
The Way of Excellence: A Guide to True Greatness and Deep Satisfaction in a Chaotic World
Stulberg, Brad
Hardcover
Here Comes the Sun: A Last Chance for the Climate and a Fresh Chance for Civilization
McKibben, Bill
Hardcover
Power and Impact (HBR Emotional Intelligence Series)
Review, Harvard Business
Cable, Dan
Bregman, Peter
Paperback
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
Happiness (HBR Emotional Intelligence Series)
McKee, Annie
Gilbert, Daniel
Review, Harvard Business
Paperback
Dirtbag Billionaire: How Yvon Chouinard Built Patagonia, Made a Fortune, and Gave It All Away
Gelles, David
Hardcover
Hbr's 10 Must Reads on High Performance, Updated and Expanded (Featuring Nine Things Successful People Do Differently by Heidi Grant)
Goleman, Daniel
Review, Harvard Business
Grant, Heidi
Paperback
Hbr's 10 Must Reads on Strategy, Updated and Expanded (Featuring the Five Competitive Forces That Shape Strategy by Michael E. Porter)
Porter, Michael E.
Kim, W. Chan
Review, Harvard Business
Paperback
The Wisdom and Wealth Solution: Unlocking the Secrets of Happiness, Purpose, and Financial Security with Living360
Ansari, Feroz
Hardcover
Mindfulness (HBR Emotional Intelligence Series)
Langer, Ellen
Goleman, Daniel
Review, Harvard Business
Paperback
Beyond Belief: The Science-Backed Way to Stop Limiting Yourself and Achieve Breakthrough Results
Eyal, Nir
Hardcover
Crucial Accountability: Proven Skills to Build Trust, Address Disappointment, and Get Results, Third Edition
Patterson, Kerry
Grenny, Joseph
Hale, Justin
Hardcover
Bonfire of the Murdochs: How the Epic Fight to Control the Last Great Media Dynasty Broke a Family -- And the World
Sherman, Gabriel
Hardcover
Hbr's 10 Must Reads on Managing People, Updated and Expanded (Featuring Are You a Good Boss--Or a Great One? by Linda A. Hill and Kent Lineback)
Hill, Linda A.
Review, Harvard Business
Goleman, Daniel
Paperback
The Obstacle Is the Way Expanded 10th Anniversary Edition: The Timeless Art of Turning Trials Into Triumph
Holiday, Ryan
Hardcover
The Algorithm: The Hypergrowth Formula That Transformed Tesla, Lululemon, General Motors, and Spacex
McNeill, Jon
Hardcover
The Phoenix Project: A Novel about It, Devops, and Helping Your Business Win
Kim, Gene
Behr, Kevin
Spafford, George
Paperback
The Millionaire Fastlane: Crack the Code to Wealth and Live Rich for a Lifetime!
DeMarco, M. J.
Paperback
A Giant Leap: How AI Is Transforming Healthcare and What That Means for Our Future
Wachter, Robert
Hardcover