Strategic Customer Service

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Strategic Customer Service

John Goodman
Strategic Customer Service Book PDF

Author : John Goodman
Publisher : AMACOM
Page : 289 pages
File Size : 51,9 Mb
Release : 2019-02-05
Category : Business & Economics
ISBN : 9780814439067

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Strategic Customer Service by John Goodman Pdf

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. 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. Strategic Customer Service is a data-packed roadmap that shows you how. This invaluable resource 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 Strategic Customer Service draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach you how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line. Why settle for passive service? Make a business case for ramping up operations—and get the tools for making it pay off. Transform customer service into a strategic function, and reap benefits far exceeding investments.

Strategic Customer Service

John A. Goodman
Strategic Customer Service Book PDF

Author : John A. Goodman
Publisher : AMACOM/American Management Association
Page : 256 pages
File Size : 47,7 Mb
Release : 2009
Category : Business & Economics
ISBN : 0814413331

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Strategic Customer Service by John A. Goodman Pdf

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. The Author draws 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. 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.

Strategic Customer Management

Adrian Payne,Pennie Frow
Strategic Customer Management Book PDF

Author : Adrian Payne,Pennie Frow
Publisher : Cambridge University Press
Page : 128 pages
File Size : 47,8 Mb
Release : 2013-03-28
Category : Business & Economics
ISBN : 9781107328419

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Strategic Customer Management by Adrian Payne,Pennie Frow Pdf

Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this is the first textbook to demonstrate how it can be done. Written by two acclaimed experts in the field, it shows how an holistic approach to managing relationships with customers and other key stakeholders leads to increased shareholder value. Taking a practical, step-by-step approach, the authors explain the principles of relationship marketing, apply them to the development of a CRM strategy and discuss key implementation issues. Its up-to-date coverage includes the latest developments in digital marketing and the use of social media. Topical examples and case studies from around the world connect theory with global practice, making this an ideal text for both students and practitioners keen to keep abreast of changes in this fast-moving field.

Customer Experience 3.0

John A. Goodman
Customer Experience 3 0 Book PDF

Author : John A. Goodman
Publisher : HarperChristian + ORM
Page : 279 pages
File Size : 53,6 Mb
Release : 2014-08-12
Category : Technology & Engineering
ISBN : 9780814433898

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Customer Experience 3.0 by John A. Goodman Pdf

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.

Customer Service Management in Africa

Robert Ebo Hinson,Ogechi Adeola,Terri Lituchy,Abednego Feehi Okoe Amartey
Customer Service Management in Africa Book PDF

Author : Robert Ebo Hinson,Ogechi Adeola,Terri Lituchy,Abednego Feehi Okoe Amartey
Publisher : CRC Press
Page : 454 pages
File Size : 45,7 Mb
Release : 2020-05-07
Category : Business & Economics
ISBN : 9780429631948

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Customer Service Management in Africa by Robert Ebo Hinson,Ogechi Adeola,Terri Lituchy,Abednego Feehi Okoe Amartey Pdf

Customer Service Management in Africa: A Strategic and Operational Perspective (978-0-367-14337-4, K410515) "Customer Service is Changing!" The message of 34 authors featured in Customer Service Management in Africa: A Strategic and Operational Perspective is clear: Today’s consumers are no longer ‘passive audiences’ but ‘active players’ that engage with businesses at each stage of product or service design and delivery systems. Consumer demands and expectations are also increasingly being dictated by changing personal preferences, enhanced access to information and expanding digital reality. The customer service principles – strategic and operational – advocated by these authors are universal, but particularly compelling as they apply to Africa’s unique and dynamic operating environment. In recognition of the importance of excellent customer service, this comprehensive and well-timed book provides an essential guide on the increasing role of the customer to business success. This book discusses the management and delivery of customer service under seven broad themes: Customer Service as Shared Value, Customer Service Strategy, Customer Service Systems, Customer Service Style, Customer Service Culture, Customer Service Skills and Customer Experience – Advancing Customer Service in Africa. Central questions posed and addressed include: What is the new definition of customer service management? How should organisations position themselves to create value for customers and stakeholders? How should employees project themselves to align with customer service promises made by their organisations? Overall, this book provides strategic and operational insights into effective customer service management in Africa. The customer service management concepts, roles and practices outlined, particularly as they apply to the African context, make it an important addition to scholars’ or practitioners’ reference works.

Attracting Perfect Customers

Stacey Hall,Jan Brogniez
Attracting Perfect Customers Book PDF

Author : Stacey Hall,Jan Brogniez
Publisher : Berrett-Koehler Publishers
Page : 234 pages
File Size : 44,5 Mb
Release : 2001-10-15
Category : Business & Economics
ISBN : 9781609940379

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Attracting Perfect Customers by Stacey Hall,Jan Brogniez Pdf

“A step-by-step approach to increasing your happiness, as well as your profitability and success in business . . . A very provocative concept.” —Gerry Myers, author of Targeting the New Professional Woman Most businesses spend far too much of their time and energy struggling to get new customers or hang on to existing ones—even customers who are ultimately more trouble than they’re worth. Attracting Perfect Customers invites readers to move beyond the notions that “business is war” and winning market share means “beating” the other guy. The authors outline a simple strategic process for making businesses so highly attractive that perfect customers and clients are naturally drawn right to them. Sound too good to be true? Hall and Brogniez have successfully shown clients how to do it for years, and now they share their secrets. They prove that war-like marketing techniques seem antiquated and labor-intensive when compared to the Strategic Attraction Planning process, which requires just five minutes each day and enables any business to easily attract customers that are a perfect fit for their organization—the kind of customers it is a pleasure to serve. The authors reveal the six success standards of strategic synchronicity and share simple, fun, and easy-to-follow exercises that can be applied to any organization. They walk you through the process of creating your own personalized Strategic Attraction Plan and provide 21 supportive tips for making any company more attractive to its perfect customers. Attracting Perfect Customers will take you to a place where there is an abundance of perfect customers and clients with whom you can build strong, satisfying, profitable, and lasting relationships.

Superior Customer Value

Art Weinstein
Superior Customer Value Book PDF

Author : Art Weinstein
Publisher : CRC Press
Page : 323 pages
File Size : 40,9 Mb
Release : 2012-02-24
Category : Business & Economics
ISBN : 9781439861288

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Superior Customer Value by Art Weinstein Pdf

A customer-centric culture provides focus and direction for the organization, ensuring that exceptional value will be offered to customers — this, in turn, results in enhanced market performance. Unfortunately, caught up in the daily economic and competitive pressures of running complex and fast-changing businesses, managers may lose sight of customers’ desires. And, consequently, customer experiences often fall far short of expectations. Written by an expert with more than fifteen years of experience, Superior Customer Value: Strategies for Winning and Retaining Customers, Third Edition benchmarks the best companies and shows you what it truly means to create world-class value for customers. The book is a state-of-the-art guide to designing, implementing, and evaluating a customer value strategy in service, technology, and information-based organizations. It explores key marketing planning issues that emphasize relationship management strategies to keep customers happy. See What’s New in the Third Edition: New topics include: Business models Co-creation of value Corporate entrepreneurship Customer experience management Customer value metrics Net promoter score Image Innovation Social media Expanded coverage of: Customer relationship management E-business opportunities Written as an academic textbook for use in MBA programs, the book is highly readable, practical, and action-oriented, giving managers at all levels of experience guidance on how to improve marketing operations and create customer-centric organizations. It explains valuable tools such as customer value funnel, customer value assessment, service-quality-image-price (SQIP) analysis, and CRM models. Each chapter has a customer value insight checklist, action items, and informative figures and tables. This revised edition addresses current trends in value-adding business practice, from understanding how to drive a market and find new ventures to the rise in customer importance of the online arena and new models and metrics for customer loyalty and retention. Great companies amaze and delight customers — Superior Customer Value offers a strategic blueprint to learn from the market leaders and apply those lessons to your organization. Art Weinstein discusses the book in several videos on the CRC Press YouTube Channel.

Uncommon Service

Frances X. Frei,Frances Frei,Anne Morriss
Uncommon Service Book PDF

Author : Frances X. Frei,Frances Frei,Anne Morriss
Publisher : Harvard Business Press
Page : 262 pages
File Size : 44,6 Mb
Release : 2012
Category : Customer relations
ISBN : 9781422133316

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Uncommon Service by Frances X. Frei,Frances Frei,Anne Morriss Pdf

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Strategic Customer Management

Nigel F Piercy,Nikala Lane
Strategic Customer Management Book PDF

Author : Nigel F Piercy,Nikala Lane
Publisher : OUP Oxford
Page : 339 pages
File Size : 49,7 Mb
Release : 2009-03-12
Category : Business & Economics
ISBN : 9780191567643

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Strategic Customer Management by Nigel F Piercy,Nikala Lane Pdf

A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. Traditional concepts of sales management, account management, and customer service are being overtaken by initiatives like customer business development, the strategic sales organization, and strategic customer management. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved. The book focuses on the transformation of the traditional sales organization into a strategic force leading the strategic customer management process in companies. Traditionally, the area of sales management has mainly been treated as a tactical, operational topic in the conventional marketing literature - simply part of the communications mix within the planned marketing programme. However, the emergence of major customers as dominant buyers in many sectors as a result of pressures towards consolidation and enhanced scale of operations, is changing the way in which sales issues are addressed in supplier organizations. The growth of new forms of buyer-seller relationship based on collaboration and partnering has encouraged organizations to reconsider the sales and account management operation as an important source of competitive differentiation in commoditized markets. Increasingly, sales is being perceived as a central part of business strategy and attention given to the challenges in better aligning sales processes with strategy. This has many implications for the design of the sales organization and its management strategy, which go far beyond the confines of conventional marketing views.

Managing Customer Experience and Relationships

Martha Rogers,Don Peppers
Managing Customer Experience and Relationships Book PDF

Author : Martha Rogers,Don Peppers
Publisher : John Wiley & Sons
Page : 517 pages
File Size : 41,7 Mb
Release : 2022-04-19
Category : Business & Economics
ISBN : 9781119815341

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Managing Customer Experience and Relationships by Martha Rogers,Don Peppers Pdf

Every business on the planet is trying to maximize the value created by its customers Learn how to do it, step by step, in this newly revised Fourth Edition of Managing Customer Experience and Relationships: A Strategic Framework. Written by Don Peppers and Martha Rogers, Ph.D., recognized for decades as two of the world’s leading experts on customer experience issues, the book combines theory, case studies, and strategic analyses to guide a company on its own quest to position its customers at the very center of its business model, and to “treat different customers differently.” This latest edition adds new material including: How to manage the mass-customization principles that drive digital interactions How to understand and manage data-driven marketing analytics issues, without having to do the math How to implement and monitor customer success management, the new discipline that has arisen alongside software-as-a-service businesses How to deal with the increasing threat to privacy, autonomy, and competition posed by the big tech companies like Facebook, Amazon, and Google Teaching slide decks to accompany the book, author-written test banks for all chapters, a complete glossary for the field, and full indexing Ideal not just for students, but for managers, executives, and other business leaders, Managing Customer Experience and Relationships should prove an indispensable resource for marketing, sales, or customer service professionals in both the B2C and B2B world.

Customers.com

Patricia B. Seybold,Ronni T. Marshak
Customers com Book PDF

Author : Patricia B. Seybold,Ronni T. Marshak
Publisher : Random House Business Books
Page : 386 pages
File Size : 41,7 Mb
Release : 1998
Category : Business & Economics
ISBN : 0712680713

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Customers.com by Patricia B. Seybold,Ronni T. Marshak Pdf

This text shows how to use the Internet to keep customers, increase sales, and improve profits. It offers practical, easy-to-understand and apply advice based on proven marketing principles and on real, detailed case-studies of how well-known corporations are using the Internet successfully.

Customer Care Excellence

Sarah Cook
Customer Care Excellence Book PDF

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 288 pages
File Size : 51,5 Mb
Release : 2010-11-03
Category : Business & Economics
ISBN : 9780749462574

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Customer Care Excellence by Sarah Cook Pdf

Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

Connected Strategy

Nicolaj Siggelkow,Christian Terwiesch
Connected Strategy Book PDF

Author : Nicolaj Siggelkow,Christian Terwiesch
Publisher : Harvard Business Press
Page : 157 pages
File Size : 49,5 Mb
Release : 2019-04-30
Category : Business & Economics
ISBN : 9781633697010

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Connected Strategy by Nicolaj Siggelkow,Christian Terwiesch Pdf

Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.

The Amazement Revolution

Shep Hyken
The Amazement Revolution Book PDF

Author : Shep Hyken
Publisher : Greenleaf Book Group
Page : 216 pages
File Size : 40,7 Mb
Release : 2011
Category : Communication in organizations
ISBN : 9781608321063

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The Amazement Revolution by Shep Hyken Pdf

What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on delivering an amazing customer-service experience. In this sequel to the Wall Street Journal best-selling book "The Cult of the Customer", Shep Hyken shares seven powerful strategies that any organisation can implement to create greater customer and employee loyalty. In a tough, competitive, and price-sensitive economy, customer service is one of the most essential tools to separate your business from the competition. These strategies work, as evidenced by the more than seventy case studies and examples that Hyken shares throughout the book. These examples provide dozens of lessons that can and should be implemented immediately. Corporate and industry clients from all over the world have tapped into the expertise of Shep Hyken. His client list is a who's who in the business world. As an author and speaker, Hyken is known for his simple and direct strategies that help his clients build successful, customer-focused organisations.

Woo, Wow, and Win

Thomas A. Stewart,Patricia O'Connell
Woo Wow and Win Book PDF

Author : Thomas A. Stewart,Patricia O'Connell
Publisher : HarperCollins
Page : 336 pages
File Size : 42,9 Mb
Release : 2016-11-29
Category : Business & Economics
ISBN : 9780062415707

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Woo, Wow, and Win by Thomas A. Stewart,Patricia O'Connell Pdf

In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it needs to be designed for service from the ground up. Woo, Wow, and Win reveals the importance of designing your company around service, and offers clear, practical strategies based on the idea that the design of services is markedly different than manufacturing. Bestselling authors and business experts Thomas A. Stewart and Patricia O’Connell contend that most companies, both digital and brick-and-mortar, B2B or B2C; are not designed for service—to provide an experience that matches a customer’s expectations with every interaction and serves the company’s needs. When customers have more choices than ever before, study after study reveals that it’s the experience that makes the difference. To provide great experiences that keep customers coming back, businesses must design their services with as much care as their products. Service Design is proactive—it is about delivering on your promise to customers in accordance with your strategy, not about acceding to customer dictates. Woo, Wow, and Win teaches you how to create "Ahhh" moments when the customer makes a positive judgment, and to avoid Ow" moments—when you lose a sale or worse, customer trust. Whether you’re giving a haircut, selling life insurance, or managing an office building, your customer is as much a part of your business as your employees are. Together, you and customers create a bank of trust; fueled by knowledge of each other’s skills and preferences. This is Customer Capital, the authors explain, and it is jointly owned. But it’s up to you to manage it profitably. Innovative yet grounded in real world examples, Woo, Wow, and Win is the key strategy for winning customers—and keeping them.