Recommended Reading: Strategic Customer Service 2.0


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!

Purchase your copy 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.

Author: Christine Churchill
Christine Churchill - Founder and CEO of the Customer Service Institute of America - Christine Churchill is a customer experience expert with a vast knowledge base from which to draw. She has worked with organizations from a variety of industries and encountered a multitude of management styles, training approaches, systems and technologies. This experience adds significant value and insight when developing customer experience strategy, showcasing opportunities for improvement, determining relevant customer metrics, relationship tools, and feedback analysis. Christine speaks at industry events and her customer service articles are used in industry publications. Christine worked as the Director of Learning and Development for the Customer Service Institute of Australia (CSIA), as well as one of their Senior Assessors for certification to the International Customer Service Standard and judge for the Australian Service Excellence Awards. Christine launched the Customer Service Institute of America in 2007 and is President of the International Council of Customer Service Organizations. The International Council of Customer Service Organizations (ICCSO) is the international body for member customer service organizations seeking to develop and promote international service standards and professional excellence in customer service. The Council is responsible for promoting the International Customer Service Standard (ICSS), professional individual certifications, and the International Service Excellence Awards.

Leave a Reply

Powered by Top Rated Local®