Crown University Mod 5 Customer Service Investment Discussion – Description
Module 5: Customer Service Investment
Goodman, J. (2019). Strategic customer service: Managing the customer experience to
increase positive word of mouth, build loyalty, and maximize profits (2nd ed.),
AMACOM. ISBN- 9780814439067. Reach chapter 6.
Additional Resources
Lorette, K. (n.d). Negatives to word-of-mouth marketing strategies. Chron 1411.html
Weber, I. (2022, March 17). 9 ways to create positive word of mouth advertising.
Mention.
https://mention.com/en/blog/9-ways-to-create-posit…
Cowan, C. (2016, May 31). How word of mouth really works. [Video] TEDx Talks.
Pearl, J. (2019, September 13). 5 ways to discover drift in customer experience.
LinkedIn.
https://www.linkedin.com/pulse/5-ways-discover-dri…
Peters, M. (2017, March 14). Customer service: Do it right the first time! Achievers.
https://www.achievers.com/blog/customer-service-ri…
Beute, E. (Executive Producer). (2019-2023). The Customer Experience [Audio
podcast]. Bombbomb.
http://bombbomb.com/podcast
Lotich, P. (2020, May 5). 7 steps to creating a customer service strategy. The Thriving
Small Business.
https://thethrivingsmallbusiness.com/customer-serv…
Net Promoter System. (n.d.). Measuring your net promoter score. Net Promoter
System.
https://www.netpromotersystem.com/about/measuring-…
Reichheld, F. (2003, December). The one number you need to know. Harvard Business
Review.
https://hbr.org/2003/12/the-one-number-you-need-to…
Qualtrics. (n.d.). What is NPS? Your ultimate guide to net promoter score.
(n.d). Qualtrics.
https://www.qualtrics.com/experience-management/cu…
Customer Guru. (n.d.). NET promoter score benchmarks for Fortune 500 companies.
Customer Guru.
https://customer.guru/net-promoter-score/fortune-5…
Discussion
Explain why it is important for customers to complain and how this will create a successful CE.
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