Customer support and measurement expert John Goodman shows companies how exactly to leverage the incredible power of customer support to become profitable word-of-mouth devices that experience long-term loyalty and success. Sketching on over thirty years of research for companies such as for example 3M, American Express, Chick-fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, his tactical book challenges typical business wisdom and teaches readers how exactly to: calculate the economic impact of bad and the good customer support; make the financial case for customer support improvements; systematically recognize the sources of complications; align customer service with their brand; and harness customer service technique into their organization’s lifestyle and behavior.Any business can win even more customers and boost sales if it would only learn to align customer support with corporate strategy. Filled with trademarked procedures and eye-opening case research, Strategic CUSTOMER SUPPORT uses hard data to teach readers how enjoy the benefits of customer loyalty.