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

by Ron Zemke (Author), Tom Connellan (Author) "WITH these words the last great gold rush of North America began..." (more)
Key Phrases: total customer experience, shipping status, service recovery, Great Plains, Dell Computer, Academy Award (more...)

Editorial Reviews

From Publishers Weekly
Online businesses that stand out from their competitors are not just those with a great product and a savvy marketing pitch; they also know how to translate the old-fashioned notion of superior customer service to the Web, argue customer-service consultants ZemkeAbest known for his Knock Your Socks Off seriesAand Connellan. In fact, first-rate customer service is even more important for online businesses than for their offline competitors. For those e-businesses that are losing out on sales or failing to capture repeat business because customers have difficulty navigating their Web site, Zemke and Connellan offer sound advice in the form of "seven winning principles" of e-customer service, based on their analysis of Web sites, focus groups and consumer complaints. The authors emphasize that first and foremost online businesses must personalize the e-experience (Amazon's approach is a prime example) and encourage human contact (as does Land's End). Among their occasionally surprising findings: customers don't want bells, whistles and distracting graphics; they want to find the information they need quickly and easily, so it's best to design for clarity and ease of use. This insightful book is among the best of the recent crop of online customer service books. Zemke's solid reputation, combined with the continuing fallout among Internet companies, will draw readers eager for fresh insights. It might even help e-bookstores enjoy a booming holiday shopping season. Author tour; 25-city morning drive-time radio campaign. (Oct.)
Copyright 2000 Reed Business Information, Inc.

Product Description
63% of online shopping carts are abandoned before checkout...50% of Web shoppers give a site only one chance...ThatOs why 100% of companies doing e- business need this book!

The Web has made the concept of "competitive edge" into a virtual anachronism. Location means little, and vendors can routinely beat each other's prices and offerings at a moment's notice. So how can an e-business differentiate itself? How can it stop fickle surfers in their tracks and turn them into loyal buyers?

The answer is service, tailored uniquely to the Web. And no one knows more about that crucial subject than service guru Ron Zemke and Tom Connellan, who shared in bringing the world "Knock Your Socks Off Service." Together, they have created a detailed blueprint for companies who want to cash in long-term on the exploding Web market.

Packed with ideas and solutions that readers can implement immediately, E- SERVICE explains how to: * Manage the customer's psychological experience to strengthen brand image in the marketplace * Capture the right buyers--the ones who provide true profit--and earn their iron-clad trust * Recover from mistakes, using methods that not only retain at-risk customers but turn them into your best publicists * Design home pages, order forms, and other visual elements that attract users rather than frustrate them; and more!

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Product Details

• Hardcover: 240 pages
• Publisher: AMACOM; 1st edition (October 20, 2000)
• Language: English
• ISBN-10: 0814406068
• ISBN-13: 978-0814406069
• Product Dimensions: 9.5 x 6 x 1.2 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 4.7 out of 5 stars See all reviews (14 customer reviews)
• Amazon.com Sales Rank: #892,544 in Books (See Bestsellers in Books)

Customer Reviews

Most Helpful Customer Reviews

11 of 11 people found the following review helpful:

5.0 out of 5 stars e-service, October 20, 2000

By	Kent W. Jones (Lake Crystal, MN) - See all my reviews

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 A must-read to stay connected to your customer, January 10, 2001

By	Tom Williams "Marketing Maven" (Albany, NY) - See all my reviews

E-Service is a terrific read if you are concerned about customer satisfaction in the age of "E". This book outlines 24 ways to use "E" service to differentiate your business from the competition.

Zemke and Connellan are well known customer service guru's and their observations and strategies in this new book are right on target. Great customer service is an integral, component to any business that wants to generate revenue from new and existing customers -- and the on-line world ups the ante. This book shares key ideas for enhancing the service end of your business using the web to keep customers coming back for more.

A must-read for every business person in this age of rapid change.

3 of 3 people found the following review helpful:

5.0 out of 5 stars e-service tells why, how, when and where!, October 2, 2000

By	Judith R. Armstrong (Tiburon, CA USA) - See all my reviews

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.