Magazine article Online

E-Service: 24 Ways to Keep Your Customers-When the Competition Is Just a Click Away

Magazine article Online

E-Service: 24 Ways to Keep Your Customers-When the Competition Is Just a Click Away

Article excerpt

E-Service: 24 Ways to Keep Your CustomersWhen the Competition Is Just a Click Away by Ron Zemke and Tom Connellan ISBN: 0-8144-0606-8 Published: 2000 Pages: 272; hardcover Price: $25.00 Available from: AMACOM, American Management Association, 1601 Broadway, New York, NY 10019; 212/903-8316; http://www.amacombooks.org

If you deal with customers in an electronic environment, read this book. The authors use plenty of examples to show how customer perceptions are changing and how successful organizations need to adapt to meet these changing expectations.

I found two points that really struck me. One is the thought that your competitor is not someone in the same line of business, but the most recent buying or service experience that your customer had. Second, and related, is the notion that even if you have the best service record in the industry, if it is not up to the customer's standards, it is worth nothing. This applies to library services as well as other commercial services. …

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