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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits Hardcover – May 13, 2009

ISBN-13: 978-0814413333 ISBN-10: 0814413331 Edition: 1st

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Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits + Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization + Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series)
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Product Details

  • Hardcover: 272 pages
  • Publisher: AMACOM; 1 edition (May 13, 2009)
  • Language: English
  • ISBN-10: 0814413331
  • ISBN-13: 978-0814413333
  • Product Dimensions: 9.2 x 6.4 x 1 inches
  • Shipping Weight: 1.2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (22 customer reviews)
  • Amazon Best Sellers Rank: #179,384 in Books (See Top 100 in Books)

Editorial Reviews

Review

[Five Stars] "People involved in company strategy or customer service should drop what they are doing and read this five-star book now. For others, it provides an excellent perspective on the value of customer service. Strategic Customer Service is the best book on customer service, in terms of concepts and practical solutions, I have read in a long time. Goodman's wonderful, well-integrated stories are the frosting on the cake." --Grazadio Business Report



Selected by Customer Service Newsletter as one of the best customer service books of 2009: "If your company's goal is to create a customer experience that builds relationships and increases customer lifetime value, Goodman's book offers the research data to support such an effort and a blueprint for achieving it."

Book Description

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can:

calculate the financial impact of good and bad customer service

• make the financial case for customer service improvements •

systematically identify the causes of problems

• align customer service with their brand

• harness customer service strategy into their organization's culture and behavior

Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.


More About the Author

Mr. Goodman graduated from Carnegie Mellon University with a B.S. in chemical engineering. He received an M.B.A. from Harvard Graduate School of Business Administration in 1971. Upon graduation from Harvard, Mr. Goodman worked at the Environmental Protection Agency, supervising part of the Environmental Impact Statement System. He left the EPA to rejoin TARP which he co-founded in 1971.
Mr. Goodman has managed more than 1,000 separate customer service studies, including TARP's White House sponsored evaluation of complaint handling practices in government and business and studies of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. The American Management Association published his book, "Strategic Customer Service", in May, 2009
Business Week credits Mr. Goodman's research for creation of the GE Answer Center, the original customer satisfaction contact center, as well as instigation of service initiatives at American Express, Coors and Toyota in the 1980s.
Clients have included USAA, Allstate, Nationwide Insurance, The Museum of Modern Art, The USO, IBM, The Mayo Health System, Baylor Health System, University of Pennsylvania Hospital, Hyundai, Humana, J&J, Merck, ServiceMaster, Cathy Pacific Airways, HP, GE Capital, Apple, Legg Mason, ED Jones, American Express, Neiman Marcus, Honda, US Green Building Council, Chick Fil A, Xerox and Harley Davidson as well as Senior Executives in the US Intelligence Community.
He has taught service quality and service reengineering courses at Wharton Business School's executive education program. He has appeared on "Good Morning America", the ABC Evening News, the Discovery Channel and as a panelist on the PBS show, "The Editors."

Customer Reviews

4.6 out of 5 stars
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See all 22 customer reviews
He truly practices what he preaches in his book, and provides excellent customer service to everyone he meets.
Director of CS
John Goodman's book, "Strategic Customer Service," is a "must have" guide for making customer service a key part of a company's business model.
Peggy Haney Ingalls
If you are in senior management of an organization, corporation or industry, I urge you: DO NOT READ THIS BOOK!!!!!
Charles E. Confer

Most Helpful Customer Reviews

8 of 8 people found the following review helpful By David L. Elwood on December 21, 2009
Format: Hardcover
Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits

John Goodman's book Strategic Customer Service is excellent. In my personal library, I have approximately 150 books on customer service. Goodman's book is easily in the top 1% to 2% of all these books. I give Goodman high marks for three reasons. First, he writes well and is easy to read. Second, he discusses, in depth, a comprehensive range of customer service related subjects. Third, and perhaps most important of all, his book is solidly grounded in empirical findings. I highly recommend Strategic Customer Service to all readers who are searching for a clear, data based, and persuasive explanation as to why customer service is really as important and consequential as its enthusiastic supporters claim it to be.
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3 of 3 people found the following review helpful By Charles E. Confer on February 22, 2011
Format: Hardcover
As a psychotherapist, consultant and educator for nearly 50 years, I am sure of at least one thing: People act to get their needs met. When faced with questions and uncertainties, people will make choices which are designed to result in a more satisfying and less painful life. I believe this is the basis of all our behavior.

People want to be heard, understood and to be taken seriously....to be appreciated. And when you are fortunate enough to have a dissatisfied customer call, e-mail, fax or otherwise contact your organization, the customer seriously wants someone to pay attention and help get the problem sorted out.

If the customer believes he/she is treated in a responsible manner and the offending concern is addressed, the chances are that the customer will be inclined to purchase additional goods/services from your organization....and they will tell a FEW folk about the positive experience.

On the other hand, if the customer is not satisfied with the response of your organization's Customer Services, the customer will be less inclined to purchase from your organization and they will communicate their dissatisfaction by Word of Mouth to colleagues, golf partners and neighbors and by "Word of Mouse" (a TARP term coined in 1999) to a whole host of people on Facebook and their Family and Friends on e-mail.

John Goodman in his book "Strategic Customer Service" presents 38 years of experience helping organizations, corporations and industries gain positive repurchase intention and positive Word of Mouth so that Customer Relations can become an income center (and that means MAKE MONEY) for the organization rather than being just some well intended organizational fluff.

On 249 pages Mr.
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2 of 2 people found the following review helpful By ANNA SOLE SERRA on May 1, 2014
Format: Hardcover Verified Purchase
Mainly focused on call center managing complaints, from industry sector
No very good for someone from service sector.
Interesting only the first chapters, rest quite general
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Format: Kindle Edition Verified Purchase
This book is about customer service and how it relates to corporate strategy. In an environment where technology is readily duplicated, service becomes a key differentiator within the value equation. This book does an excellent job at creating a plan of action for service managers, or anyone interested in service as a business.
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By BPGranger on April 28, 2013
Format: Kindle Edition Verified Purchase
I purchased this recently as TARP is working with my company and they mentioned writing a book on customer service. The book has made me more informed on their strategies and given me many ideas of ways to improve our organization. This is the first Kindle book where I started making notes after various sections, which has been very helpful as my mind was generating new visions while reading this.

Highly recommend this to a small business or large organizations (ours has 8000 employees) as the strategies make sense and can be implemented immediately.
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Format: Kindle Edition Verified Purchase
A great book that approaches strategic customer service from an excellent framework and perspective. It bridges the gap by bringing high-level ideas down to earth with great examples and insights. Good for B2B and B2C practitioners.

I've seen John speak a couple of times and am always impressed with the consistency and insight he brings to the subject.

If you have transformational work to do in getting your organization bought into deeper investment in customer service, this is the book for you!
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Format: Hardcover Verified Purchase
This excellent book is packed full of useful and profitable information that will help your business prosper. John Goodman, a customer service expert, is perhaps our nation's foremost authority on customer service. If you want to learn how to attract and keep loyal customers, have them tell their friends, and increase your revenue, read this wonderful book.
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Format: Hardcover Verified Purchase
ClosingCorp is a young company selling data products in the real estate and mortgage industry. We have spent the past 5 years building and selling our products. It has been tough to find the right products, as well as get them sold. We are finally getting some decent traction, and now I am finding new problems to concern myself with. I know that customer retention, satisfaction, and word-of-mouth, will now mean the difference between success and failure in this company.
I am not an expert in customer service, so looked for a book that would lead me down the right path. After finding and reading this book, I feel like I have a good handle on what we need to put in place. I have chartered my right-hand woman with implementing this new program, which I believe will transform how we operate as a whole. I am very excited about this transformation, and the book was exactly what I was looking for.
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