For additional insights on how to improve sales results through customer service, both personally and on an organizational level, be sure to read John Goodman’s Customer Experience 3.0 [ISBN 978-08144-33881; $24.95 (retail); also available as an e-book]. In Customer Experience 3.0, Goodman shows managers and customer service professionals how to use the latest in digital technology to create more customer service opportunities and further enhance the customer experience.

Here’s a free sample from the book . . .