| |||||||||||||||
Product Details
Would you like to update product info or give feedback on images?
|
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
11 of 12 people found the following review helpful:
5.0 out of 5 stars
e-service,
By Kent W. Jones (Lake Crystal, MN) - See all my reviews
This review is from: E-Service: 24 Ways to Keep Your Customers--When the Competition Is Just a Click Away (Hardcover)
My career, delivering training for organizations throughout North America, not only requires I prepare in detail the specific programs I am hired to deliver but to keep up with other relevant issues in the training marketplace. This is one of the reasons I enjoy readinig and using Ron Zemke's books. He writes on relevant topics. This is the case for Tom Connellan and Ron Zemke's newest book E-SERVICE. Recently I loaned E-SERVICE to one of the Customized Training Coordinators for South Central Technical College, North Mankato, MN. Her first reaction was, "He (Zemke) has done it again. He has written a book with immediately useful and relevant information." I concur.The content of this book is so valuable. We encourage organizations to make their processes, forms, and voice mail systems warmer and easier to use. Once you read this book you will see how important it is to keep these same principles (and practices) in mind when you encourage customers to conduct e-business with your organization. The book is literally a HANDS ON manual on what you want to consider and what you might do to make your website, your e-commerce site more effective, efficient, and productive. The statistics and research are very valuable and validate how important it is to give your on-line commerce site serious consideration. The book becomes a great HANDS ON tool when you combine the research with what to do NOW and what to do NEXT.
3 of 3 people found the following review helpful:
5.0 out of 5 stars
e-service tells why, how, when and where!,
By Judy in California (Tiburon, CA USA) - See all my reviews
This review is from: E-Service: 24 Ways to Keep Your Customers--When the Competition Is Just a Click Away (Hardcover)
Zemke and Connellan have struck gold again! Citing facts, figures and e-shoppers' perceptions, they present a compelling case. People may flock to dot com stores, but they also leave in droves. The conclusions: online sellers must not ignore critcal customer service lessons learned in storefronts, and online sellers also have a new set of customer service issues to address. The authors outline a detailed blueprint for how to do it, telling what customer service means in an internet environment and explaining exactly what steps must be taken to avoid losing customers online.
2 of 2 people found the following review helpful:
5.0 out of 5 stars
Retain or Die,
By
This review is from: E-Service: 24 Ways to Keep Your Customers--When the Competition Is Just a Click Away (Hardcover)
I have a bias which Zemke and Connellan apparently share: Literally anyone who has any contact with a customer (or client) is a "customer service representative." They include whoever answers the telephone; whoever greets visitors at the door or encounters them within the building; whoever delivers anything to a customer; whoever has direct contact with a customer's own customer, vendor, or service provider (e.g. banker, attorney, accountant, management consultant); and whoever in any other situation has an opportunity to add value to the customer relationship. You get my point. The authors of this book focus on a major challenge to all organizations: keeping customers, especially now when "the competition is just a click away." Customer retention is the name of this "game" and almost everyone within a given organization is a "player."Zemke and Connellan organize their excellent material within fourteen chapters, presenting and then explaining 24 "key" strategies to maximize customer retention. These "keys" range from "Master the ETDBW [i.e. Easy to Do Business With] Design Basics" in Chapter 5 to "Use Incentives to Increase Spending" in Chapter 11. They then provide "A Seven-Lesson Crash Course in E-Service Improvement" in Chapter 12 followed by a thought-provoking chapter "The Future of the Net: Take These Predictions to the Bank" and, in the final chapter, a "Browser's Guide" which offers 80 "tips" such as "the long-term winners...will be those that have done the best job of supporting their customers and delivering that value in a way that seems effortless." I also appreciate the inclusion of "Notes" and "Additional Resources." For small-to-midsize organizations especially, here in a single-volume are information and guidance sufficient to assist the design, launch, implementation, and refinement of an e-business customer service program. I think this book can also be of substantial value to much larger organizations which, I am convinced, should constantly re-evaluate such a program already in place. Recall the "bias" to which I referred earlier. Recent market research (generated by several million respondents) has revealed what is most important to customers: "feeling appreciated" and "ease of doing business" (or "convenience") were ranked either #1 or #2 among the attributes. Revealingly, "cost" is ranked anywhere between #9 and #14. Do Zemke and Donnellan address all the "right" questions? No, but they don't miss many. Are all of their answers to various questions the "right" ones? Read the book and judge for yourself. In fact, I urge you to consult a number of other books which cover much of the same material. It would be imprudent (perhaps even stupid) to rely entirely on a single source. The authors identify several in the "Additional Resources" section to which I presume to add Treacy and Wiersema's The Discipline of Market Leaders (who have a great deal of value to say about "customer intimacy") as well as Customer Equity co-authored by Blattberg, Getz, and Thomas who provide a brilliant analysis of what could be called "the ROI of customer relationships."
Share your thoughts with other customers: Create your own review
|
|
See all 17 books this book cites
|
Tags Customers Associate with This Product(What's this?)Click on a tag to find related items, discussions, and people.
|
