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From Barnes & NobleThe Barnes & Noble Review
As e-commerce sites web-wide are discovering, customers will no longer settle for less than outstanding service — and Customer Service On The Internet, Second Edition shows you how to give it to them. In this entertaining book, web marketing legend Jim Sterne shows how to create a soup-to-nuts, 360-degree service plan that takes full advantage of the Web's potential to delight customers.
You'll master the techniques, technologies, and mindset you need to make it so easy for your customers to do business, they won't want to go anywhere else. From the simple stuff (you don't have a FAQ? Create one) to the frontiers of million-dollar personalization and "anticipation" engines, Sterne covers the waterfront.
Discover how to organize yourself so email messages to your company actually get answered. How to invite real conversation with your customers — and what to do when you get it. How to begin understanding your customers as individuals (complete with an excellent high-level overview of the radically new tools and technologies available to help you — and a preview of some cool "blue-sky" stuff on the way.) And last but not least, how to measure the ROI of your web customer service offerings.
Want to stay competitive on the Web? Take the ideas in this book to heart.