John A. Goodman est un expert reconnu de l'expérience client, conseillant les grandes entreprises et suivant les tendances du marché en matière de service client. Son travail se concentre sur la compréhension et l'amélioration des interactions entre les entreprises et leurs clients. Goodman se consacre à la recherche des facteurs qui mènent au succès dans la construction de relations durables avec les clients. Ses analyses fournissent aux organisations des stratégies efficaces pour offrir un service exceptionnel.
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.