Anytime,Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers

Anytime,Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers

by Robert Spector
     
 

Anytime Anywhere is an essential resource for any business whose success depends on delighting customers and enticing them back for more. As best-selling author and customer service expert Robert Spector convincingly argues in Anytime, Anywhere, "...it's all one business. Web site. Mail-order catalog. Telephone. Brick-and-mortar store. The customer will choose the…  See more details below

Overview

Anytime Anywhere is an essential resource for any business whose success depends on delighting customers and enticing them back for more. As best-selling author and customer service expert Robert Spector convincingly argues in Anytime, Anywhere, "...it's all one business. Web site. Mail-order catalog. Telephone. Brick-and-mortar store. The customer will choose the channel. The challenge for companies is to deliver a consistent multichannel customer service experience."

In Anytime, Anywhere Spector showcases the pioneering efforts of over a dozen companies who never stopped focusing on the customer, and who are now increasing market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to the San Francisco Giants, companies in virtually every industry are discovering that "seamless service" -- integrating all elements of the customer experience with consistent messages and execution -- offers a competitive edge that technology alone can never achieve.

Packed with colorful, in-depth stories from the front lines and practical advice (on everything from making your web site easy to navigate to offering value-added services such as newsletters, on-line chats, and cross-channel promotions), Anytime, Anywhere shows any business how to meet, and exceed, the expectations of customers -- who are only a mouseclick away from your competitors. In the process, Spector reveals powerful insights for promoting products and services across channels, building customer loyalty, and anticipating such issues as privacy, returns, and customer feedback policies. For anyone committed to building their business around their customers' experiences, Anytime, Anywhere will be an invaluable guide.

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Editorial Reviews

bn.com
Sometimes life runs ahead of business books: After this book was written and just as it was being published, the Enron Corporation crashed in the most public of ways. Unfortunately, Enron is one of the chief examples of a "multichannel maven" (a company that successfully integrates its online and offline channels) cited in this book. While that doesn't necessarily invalidate all of the author's arguments, it certainly casts an ironic light upon them. If you want a decent overview of the basic issues involved in creating a "bricks and clicks" business, Anytime, Anywhere can be of help. However, the writing is somewhat marred by a heavy reliance on the assumptions and even clichés that characterized the dot-com boom.

Product Details

ISBN-13:
9780738205106
Publisher:
Basic Books
Publication date:
01/03/2002
Pages:
288
Product dimensions:
6.14(w) x 9.18(h) x 1.23(d)

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What People are saying about this

Roger Blackwell
Spector offers great lessons on how to surge beyond satisfying customers...combining the best tactices and creating unified, know-their-socks-off strategies.
— Roger Blackwell, author of Customers Rule! Why the E-commerce Honeymoon Is Over and Where Winning Businesses Go From Here
Paco Underhill
This book will enable you to provide the highest level of customer service.
— Paco Underhill, author, Why We Buy: The Science of Shopping, and managing director, Envirosell

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