John A. Goodman is een gerenommeerd expert op het gebied van klantervaring, die toonaangevende bedrijven adviseert en markttrends in klantenservice volgt. Zijn werk richt zich op het begrijpen en verbeteren van de interacties tussen bedrijven en hun klanten. Goodman wijdt zich aan het onderzoeken van de factoren die leiden tot succes bij het opbouwen van duurzame klantrelaties. Zijn inzichten voorzien organisaties van effectieve strategieën voor het leveren van uitzonderlijke service.
Charles Mingus is among jazz's greatest composers and perhaps its most talented bass player. He was blunt and outspoken about the place of jazz in music history and American culture, about which performers were the real thing (or not), and more. This title provides a fresh perspective on the musician's life and career.
With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. This book provides guidance on what works, what doesn't - and the revenue and word-of-mouth payoff of getting it right.
Any organization can win more customers and increase sales if they would only learn to be more strategic with their customer service. This book draws on over 30 years of research from companies such as 3M, GE, and Chick-Fil-A to teach readers how to transcend a good business into a profitable word-of-mouth machine that transforms the bottom line.