Book description:Genre: Business
1st ed. of "Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits".
ISBN 13: 9780814413333
Number of pages: 528
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 Expre