Strategic Customer Service


Strategic Customer Service

Strategic Customer Service

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Strategic Customer Service is the summary of John Goodman’s 40 years of customer service and customer experience research. Based on work with over 40 of the Fortune 100, he summarizes:

  • Customer expectations and behavior when encountering problems and their loyalty and word of mouth implications
  • How these experiences can be translated into revenue implications that CFOs and CMOs will accept
  • Key components of a world class service system that responds effectively while creating emotional connection and prevents future unnecessary contacts
  • How to manage the people and technology aspects of a service system
  • Key components of a Voice of the Customer system that has impact
  • Creating a brand-aligned service process that includes cheap delighters
  • Becoming the chief customer officer: appropriate and inappropriate roles

John Krafcik, the CEO of Hyundai, USA described Strategic Customer Service as a one-airplane-ride read that provides a blueprint for great service.


Price: $20.00 


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