Overview

Customer service is not only an important function for every company, it can be a powerful tool to drive cash-flow, profits and growth.And not just for the obvious reasons.In this book, Randy MacLean shows how a sophisticated approach to the structure and deployment of a two-tier customer service capability can significantly accelerate a company's growth and market share, and multiply profit rates.The new approach supports and magnifies the unseen profit dynamics that drive the economics of every business. The result of a decade of advanced analytical work and insights from the world's most profitable companies, this surprising approach can put any company into a leadership position while delivering world-class customer service.The book features an inventory of policies and techniques every executive will want when they're planning, training and implementing a world-class concierge customer service group.

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9781983837258

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Randy MacLean is the founder of WayPoint Analytics, the inventor of Quantum Costing, and the creator of the WayPoint system. His company provides analytical and advisory services to companies that have become profit-leaders in distribution. An expert on profit-driving best practices and with a broad range of analytics-driven solutions to difficult profit challenges, Randy speaks, writes and advises executive teams across North America. His clients routinely post sustainable gains of 100%, 300% and more. Randy has founded more than a dozen companies and two conferences, is a best-selling author, and has been presented numerous corporate and industry awards.

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