Strategic Customer Service
Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits
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Narrated by:
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Mark Smeby
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By:
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John A. Goodman
About this listen
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 AMACOMListeners also enjoyed...
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informative but dry
- By Justin on 01-01-18
By: Suman Sarkar
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Snap Selling
- Speed Up Sales and Win More Business with Today's Frazzled Customers
- By: Jill Konrath
- Narrated by: Jill Konrath
- Length: 6 hrs and 15 mins
- Unabridged
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Selling is tougher than ever before. Potential customers are under extreme pressure to do more with less money, less time, and fewer resources, and they're wary of anyone who tries to get them to buy or change anything. Under such extreme conditions, yesterday's sales strategies no longer work. Sales strategist Jill Konrath tells you how to overcome obstacles, get more appointments, speed up decisions, and win sales with today's short-fused, frazzled customers.
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OK sales book with some good take aways
- By Glenn on 05-22-11
By: Jill Konrath
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Jobs to Be Done
- A Roadmap for Customer-Centered Innovation
- By: Stephen Wunker, David Farber, Jessica Wattman
- Narrated by: Tim Andres Pabon
- Length: 4 hrs and 52 mins
- Unabridged
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Jobs to Be Done gives you a clear-cut framework for thinking about your business, outlines a road map for discovering new markets, new products, and new services, and helps you generate creative opportunities to innovate your way to success.
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YouTube talks are better.
- By BizTech Readings on 12-27-16
By: Stephen Wunker, and others
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The Amazon Way on IoT
- 10 Principles for Every Leader from the World's Leading Internet of Things Strategies
- By: John Rossman
- Narrated by: Christopher Lane
- Length: 5 hrs and 13 mins
- Unabridged
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The Amazon Way on IoT is for the leader who wants to understand how the Internet of things is transforming business and society. Listeners will discover business cases, key concepts, technologies and tools to help develop, explain and execute their own IoT approach through understanding Amazon's and other leading companies sophisticated IoT technologies and strategies.
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Very insightful, but quite boring
- By Riaan on 02-21-17
By: John Rossman
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Under New Management
- How Leading Organizations Are Upending Business as Usual
- By: David Burkus
- Narrated by: Rich Orlow
- Length: 6 hrs and 31 mins
- Unabridged
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A provocative work that challenges the traditional and widely accepted principles of business management - and proves that they are outdated, outmoded, or simply don't work. Do open floor plans really work? Are there companies that put their employees' welfare first, and their clients second? Are annual performance reviews necessary? Dr. David Burkus is a highly regarded and increasingly influential business school professor who challenges many of the established principles of business management.
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information age work assembly line management
- By A. Davis on 04-15-16
By: David Burkus
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The Science of Growth
- How Facebook Beat Friendster - and How Nine Other Startups Left the Rest in the Dust
- By: Sean Ammirati, Richard Florida - foreword
- Narrated by: Fajer Al-Kaisi
- Length: 6 hrs and 57 mins
- Unabridged
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The lean entrepreneurship movement has captivated Silicon Valley and entrepreneurs across the country. It provided an agile framework to develop the right product solution for a given target market and is now used by almost every fledgling company to do just that. The next challenge is growth - to achieve the financial returns and, more importantly, the impact they dreamed of when starting off on their adventure.
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Awesome book
- By Josh on 04-29-16
By: Sean Ammirati, and others
What listeners say about Strategic Customer Service
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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- 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.
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3 people found this helpful