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Strategic Customer Service
- Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
- Narrated by: Mark Smeby
- Length: 8 hrs and 31 mins
- Categories: Business & Careers, Management & Leadership
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5 out of 5 stars
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Meat and Potatoes for building a great business
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- Unabridged
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The Customer Success Manager has become a critical asset to organizations across the business landscape. As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That's because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you're no longer selling just a product. You're selling an outcome.
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5 out of 5 stars
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Useful!
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Publisher's Summary
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This audiobook draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach listeners 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 audiobook 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.
Tables and charts available in the audiobook companion PDF download.
PLEASE NOTE: When you purchase this title, the accompanying PDF will be available in your Audible Library along with the audio.
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What listeners say about Strategic Customer Service
Reviews - Please select the tabs below to change the source of reviews.
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Overall3 out of 5 stars
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Performance3 out of 5 stars
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Story1 out of 5 stars
- Ruben
- 02-21-19
Some good gems, but...
Constant use of the word CE really ruined this for me. Also, it’s really telling you more or less to do surveys on customers.
Still have some good value. Too long for what it is trying to convey.
2 people found this helpful