- January 29, 2019
- Posted by: Christine Churchill
- Category: Recommended Reading
I recently had the pleasure of sitting down with John to discuss his revised and updated version of Strategic Customer Service.
The first iteration of this book came out in 2009 and was packed full of ideas to take an organization’s customer service strategy and implementation to the next level.
Strategic Customer Service 2.0 is updated with the types of issues facing businesses now, inclusive of acquiring and keeping excellent staff, social media and its effect on customer experience and profits, as well as the ever important component that details how to put a dollar amount on the bottom line improvement expected by investing in customer experience.
This is a must read book to stay relevant, and knowledgeable, about all that customer service leaders and businesses encounter today. Listen to this compelling podcast today!
John is Vice Chairman at Customer Care Measurement & Consulting. A highly sought after speaker, John routinely shares his customer experience perspective with companies and organizations worldwide. John has spoken in over 20 countries.