AMA Edgewise, the American Management Association podcast series, spoke to John Goodman, author of Strategic Customer Sevice: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits and the interview is out today. Listen to the podcast HERE.
Most executives still view customer service as a cost center, a necessary nuisance that drains funds from other more strategic investments. But for companies with a strategic approach, the customer service function itself is an unbeatable marketing machine, a word of mouth monster that directly drives sales, repeats business referrals, and increases the bottom line.
John Goodman is one of the originators of the customer experience industry. His new book is entitled Strategic Customer Sevice: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty, and Maximize Profits. John is the Founder and Vice Chairman of Arlington, Virginia based TARP Worldwide Incorporated, the organization Tom Peters called, “America’s premier customer service research firm.”
Thank you to John Goodman and the AMA Edgewise team. Listen to the podcast HERE.