E-service : 24 ways to keep your customers when the competition is just a click away / Ron Zemke, Tom Connellan.
Material type: TextPublication details: New York : AMACOM, American Management Association, 2001.Description: viii, 341 p. : ill. ; 24 cmISBN:- 0814406068
- 658.812 ZEM
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Standard Loan | Moylish Library Main Collection | 658.812 ZEM (Browse shelf(Opens below)) | 1 | Available | 39002000205592 |
Enhanced descriptions from Syndetics:
This is a guide to building good service on the Web. It provides a blueprint of ready-to-implement ideas and solutions for how to provide great service in cyberspace.
Includes bibliographical references (p. 323-325) and index.
Table of contents provided by Syndetics
- Acknowledgments (p. vii)
- Chapter 1 Remember the Klondike (p. 1)
- Chapter 2 Know Your Competition--Your Real Competition (p. 19)
- Chapter 3 Hockey-Stick Loyalty (p. 35)
- Chapter 4 The Anatomy of Customer-Pleasing E-Service: Seven Principles, Twenty-Four Keys (p. 51)
- Chapter 5 Practice Easy-to-Do-Business-With Thinking (p. 57)
- Key 1 Master the ETDBW Design Basics (p. 60)
- Key 2 Start ETDBW below the Line of Visibility (p. 71)
- Key 3 Make Your Systems Employee- and Customer-Friendly (p. 72)
- Chapter 6 Design for Distinction (p. 95)
- Key 4 Put Your Personality into Every Touchpoint (p. 97)
- Key 5 Make Emotion Part of the Memory (p. 101)
- Key 6 Build in--and on--Security, Speed, and Easy Navigation (p. 104)
- Key 7 Communicate Trust through Design (p. 106)
- Key 8 Build Trust from the First Click (p. 110)
- Key 9 Think Hyperlog--Not Cyberstore (p. 113)
- Chapter 7 Personalize the E-Experience (p. 117)
- Key 10 Win Their Trust First--Ask for Info Later (p. 129)
- Key 11 Personalized E-Mail to Build Trust and Credibility (p. 132)
- Key 12 Market Live CSRs as Access to Experts Who Can Do More than Answer Questions (p. 140)
- Key 13 Create Community to Add Value (p. 146)
- Chapter 8 Deliver End-to-End Service (p. 149)
- Key 14 Focus on Fast, Efficient Fulfillment (p. 158)
- Key 15 Take the Paper out of the System (p. 166)
- Chapter 9 Encourage Human Contact (p. 181)
- Key 16 Make Human Contact Easy, Ample, and Varied (p. 183)
- Key 17 Understand and Manage Contact Expectations (p. 190)
- Key 18 Hire People Who Do Text and Voice Well (p. 197)
- Key 19 Peg E-Service Standards to Web and Customer Time (p. 201)
- Chapter 10 Make Recovery a Point of Pride (p. 217)
- Key 20 Master Service Recovery Basics (p. 220)
- Key 21 Define Recovery from the Customer's Point of View (p. 228)
- Chapter 11 Build a Retention Strategy (or, out with the Teflon, in with the Velcro) (p. 241)
- Key 22 Practice Retention Planning (p. 242)
- Key 23 Make the First Three Visits Memorable (p. 246)
- Key 24 Use Incentives to Increase Spending (p. 249)
- Chapter 12 A Seven-Lesson Crash Course in E-Service Improvement (p. 263)
- Chapter 13 The Future of the Net: Take These Predictions to the Bank (p. 291)
- Chapter 14 Browser's Guide (p. 305)
- Notes (p. 317)
- Additional Resources (p. 323)
- Index (p. 327)
- About the Authors (p. 339)
Excerpt provided by Syndetics
Author notes provided by Syndetics
Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.050