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John A. Goodman, "Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits"

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.

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	Technical The Customer Loyalty Solution : What Works (and What Doesn%27t) in Customer Loya Author: Arthur Middleton HughesPublisher: McGraw-Hill TradePublish Date: 20 February, 2003ISBN: 0071363661
	Business Customer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by Tom Osenton Customer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by Tom Osenton (Author)Publisher: Financial Times Prentice Hall; 1st edition (January 31, 2002) \| ISBN-10: 0130671673 \| PDF \| 2 Mb \| 320 pagesCu ...
	Business The Customer Loyalty Solution : What Works (and What Doesn't) in Customer Loyalty Programs The Customer Loyalty Solution : What Works (and What Doesn't) in Customer Loyalty ProgramsMcGraw-Hill; 1 edition \| ISBN: 0071363661 \| 336 pages \| February 20, 2003 \| PDF \| 2 MbDatabase marketing is today's most powerful tool for designing c ...
	Study Customer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by T pic info:2007-05-16/0130671673_origCustomer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by Tom Osenton (Author)Publisher: Financial Times Prentice Hall; 1st edition (January 31, 2002) \| ISBN-10: 01 ...
	Business/Investing Harvey Thompson - Who Stole My Customer? Winning Strategies for Creating and Sustaining Customer Loyalty Harvey Thompson - Who Stole My Customer? Winning Strategies for Creating and Sustaining Customer LoyaltyFT Press \| 2004 \| ISBN: 0131453564 \| Pages: 224 \| PDF \| 1.09 MBMany businesses find themselves asking: "Who's stealing my customers? Why ...
	Economics/Finances The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists: Shep Hyken Wiley \| ISBN: 0470404825 \| 2009-04-06 \| PDF (OCR) \| 256 pages \| 1.55 Mb In today's competitive business cl ...

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	Technical The Customer Loyalty Solution : What Works (and What Doesn%27t) in Customer Loya Author: Arthur Middleton HughesPublisher: McGraw-Hill TradePublish Date: 20 February, 2003ISBN: 0071363661
	Business Customer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by Tom Osenton Customer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by Tom Osenton (Author)Publisher: Financial Times Prentice Hall; 1st edition (January 31, 2002) \| ISBN-10: 0130671673 \| PDF \| 2 Mb \| 320 pagesCu ...
	Business The Customer Loyalty Solution : What Works (and What Doesn't) in Customer Loyalty Programs The Customer Loyalty Solution : What Works (and What Doesn't) in Customer Loyalty ProgramsMcGraw-Hill; 1 edition \| ISBN: 0071363661 \| 336 pages \| February 20, 2003 \| PDF \| 2 MbDatabase marketing is today's most powerful tool for designing c ...
	Study Customer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by T pic info:2007-05-16/0130671673_origCustomer Share Marketing: How the World's Great Marketers Unlock Profits from Customer Loyalty by Tom Osenton (Author)Publisher: Financial Times Prentice Hall; 1st edition (January 31, 2002) \| ISBN-10: 01 ...
	Business/Investing Harvey Thompson - Who Stole My Customer? Winning Strategies for Creating and Sustaining Customer Loyalty Harvey Thompson - Who Stole My Customer? Winning Strategies for Creating and Sustaining Customer LoyaltyFT Press \| 2004 \| ISBN: 0131453564 \| Pages: 224 \| PDF \| 1.09 MBMany businesses find themselves asking: "Who's stealing my customers? Why ...
	Economics/Finances The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists: Shep Hyken Wiley \| ISBN: 0470404825 \| 2009-04-06 \| PDF (OCR) \| 256 pages \| 1.55 Mb In today's competitive business cl ...

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