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Atencion Estrategica al Cliente: Cómo gestionar la experiencia del cliente para aumentar el boca a boca positivo, desarrollar la lealtad y maximizar las ganancias.

Atencion Estrategica al Cliente: Cómo gestionar la experiencia del cliente para aumentar el boca a boca positivo, desarrollar la lealtad y maximizar las ganancias.

          
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About the Book

En Atención estratégica al cliente, John Goodman propone un nuevo concepto para atender al cliente y demuestra como las empresas líderes lo usan para transformar su negocio. Con el respaldo de 30 años de investigaciones para empresas importantes como American Express, Coca Cola, FedEx, GE, Harley Davidson, J&J, Marriott, Mayo Health System y Toyota. Goodman le explica como: - Generar un imperativo para construir servicio al cliente proactivo, enfocado en el crecimiento de ganancias. - Realizar y maximizar la relación estratégica entre servicio, ventas, y marketing. - Combinar la gente, el proceso y la tecnología para crear una cultura de servicio de alta calidad. - Usar cada interacción de servicio como una oportunidad de crear satisfacción auténtica y lealtad, convertir estas experiencias positivas en nuevas relaciones incontables para maximizar ingresos y ganancias. - Entregar un nivel de servicio a todos los clientes, sean locales o globales.Práctico, franco, y directo, el libro combina la investigación formal, estudios de casos entretenidos, prácticos patentados y comprobados para revelar el que, porque, y como de servicio estelar. Explica que los clientes "plata" valen más que los clientes "oro", y porque las medidas tradicionales de cali¬ficación de servicio no sirven. Atención estratégica al cliente demuestra como repensar su propia estrategia y empezar a ganar la lealtad de los clientes, más clientes y al mismo tiempo empujar un crecimiento sustancial y ganancias importantes. Acerca del autor John Goodman: Es uno de Ios inventores de la industria de atención al cliente. Ha dirigido personalmente más de 800 estudios para sus clientes en todos los mercados concebibles y está considerado como un lider de pensamiento cuyas investigaciones han rede¬nido tanto la naturaleza como el proceso de la función del servicio. Es el fundador y vicepresidente de TARP Worldwide, Inc. radicado en Arlington, Virginia, la organización que Tom Peters ha calificado como "quizás la mejor empresa de investigación en servicio al cliente de los Estados Unidos". Fundado cuando el autor estudiaba en Harvard Business School hace más que 35 años, TARP era pionero en la ciencia de cuanti¬ficar la experiencia del cliente y el uso de data para mejorar constantemente el servicio e impulsar ganancias. Entre los clientes élite de TARP cuenta con las empresas multinacionales de Fortune 500, asociaciones, entidades del gobierno, y las mejores empresas tanto en el sector privado como público. John Goodman tiene un MBA de Harvard Business School .
About the Author: Es uno de Ios inventores de la industria de atención al cliente. Ha dirigido personalmente más de 800 estudios para sus clientes en todos los mercados concebibles y está considerado como un lider de pensamiento cuyas investigaciones han rede¬nido tanto la naturaleza como el proceso de la función del servicio. Es el fundador y vicepresidente de TARP Worldwide, Inc. radicado en Arlington, Virginia, la organización que Tom Peters ha calificado como "quizás la mejor empresa de investigación en servicio al cliente de los Estados Unidos". Fundado cuando el autor estudiaba en Harvard Business School hace más que 35 años, TARP era pionero en la ciencia de cuanti¬ficar la experiencia del cliente y el uso de data para mejorar constantemente el servicio e impulsar ganancias. Entre los clientes élite de TARP cuenta con las empresas multinacionales de Fortune 500, asociaciones, entidades del gobierno, y las mejores empresas tanto en el sector privado como público. John Goodman tiene un MBA de Harvard Business School .


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Product Details
  • ISBN-13: 9789873645075
  • Publisher: Unitexto
  • Publisher Imprint: Unitexto
  • Height: 244 mm
  • No of Pages: 298
  • Series Title: Liderazgo
  • Sub Title: Cómo gestionar la experiencia del cliente para aumentar el boca a boca positivo, desarrollar la lealtad y maximizar las ganancias.
  • Width: 170 mm
  • ISBN-10: 9873645071
  • Publisher Date: 07 Sep 2015
  • Binding: Paperback
  • Language: Spanish
  • Returnable: N
  • Spine Width: 16 mm
  • Weight: 476 gr


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