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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.

©2009 John A. Goodman (P)2019 AMACOM

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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.

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  • Chris
  • 12-11-21

designed more around larger organisations

This book is most certainly written and narrated around larger organisations and not small businesses. It kind of drones on about positions that just don't exist in small businesses. Don't get me wrong, there are some good bits but I wouldn't recommend it really.

Also the section on improvements is just plain wrong. Highly recommend Paul Ackers 2s lean for better advice there.