Goodman explains why customer service is a good business strategy and an investment, not just a necessary cost. Drawing on long-term research of major corporations, Goodman demonstrates how customer service has been used to change businesses. It can build a loyal customer base, maximize relationships between internal sales, service, and marketing departments, and use every business move to enhance customer satisfaction and loyalty, thereby building revenue and profits. He encourages organizations to find ways to let the customer speak for them, arguing that word of mouth is the most powerful customer-building technique. This book should be of interest to anyone in a customer service relationship, whether you see yourself as the customer or the service provider.
This book can be found in HECSA Library:
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
John A. Goodman
HF 5415.5 .G672 2009