2010 Q1 Book Review
Strategic Customer Service
Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
By: John A. Goodman
Customer service has a tremendous effect on customers’ attitudes toward a company, what they tell others about it, and whether they continue to patronize that company or go elsewhere.
In his book Strategic Customer Service, John A. Goodman makes the case that investing in a well developed and carefully implemented corporate strategy is the catalyst for providing end-to-end customer service. An effective corporate strategy can transform an organization and produce higher customer satisfaction, valuable product feedback, positive word of mouth, and increased revenue.
Business Book Review