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Powell's Q&A, Kids' Q&A | February 2, 2012

Emily Winfield Martin: IMG Kids' Q&A: Emily Winfield Martin



Describe your new book. Oddfellow's Orphanage is a series of stories/vignettes that tell the tale of the newest arrival to a curious orphanage, a... Continue »
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    Oddfellow's Orphanage

    Emily Winfield Martin 9780375869952

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Customer service on the Internet :building relationships, increasing loyalty and staying competitive

by Jim Sterne

Customer service on the Internet :building relationships, increasing loyalty and staying competitive Cover

 

Synopses & Reviews

Publisher Comments:

Imagine a Web-based customer-service operation ready to meet your customer's needs, 24 hours a day, 7 days a week.

Now imagine that this service provides more information, in less time, at a lower cost than your current customer-service operation. Find out how you can do all this and more with Customer Service on the Internet.

Writing for customer-service and marketing managers, Jim Sterne shows just how quick and easy it is to set up a state-of-the-art customer-service operation on the Web. He clearly explains all the strategic and business issues involved, and, with the help of detailed real-life case studies, demonstrates what really works.

This book also shows you how to:

  • Cut down on phone support by publishing useful product information on the Web.
  • Organize information and make it readily available to customers.
  • Manage e-mail and online forums to improve customer loyalty.
  • Make it easy for your customers to answer their own complex questions.
  • Create inexpensive electronic focus groups.

Visit our Web site: http://www.wiley.com/compbooks/

About the Author

JIM STERNE has been in high-tech marketing and sales for fifteen years and is a recognized leader in the field. He is founder of Target Marketing of Santa Barbara and specializes in creating Internet marketing strategies for Fortune 500 companies and entrepreneurs. He regularly speaks at Internet business conferences around the world, is a contributing editor to WebMaster magazine, and is the author of World Wide Web Marketing (also published by Wiley).

Table of Contents

The Web Was Made for Customer Service.

Customer Service in a Modern World.

Publishing Your Company's Information on the Web via FAQs.

Managing E-Mail—When Customers Come Calling.

Encouraging Customer Conversations.

Improving Your Value.

Knowing Your Customers as Individuals—Again.

Cisco Systems—A Case Study.

Starting Today/Planning for Tomorrow.

Appendix.

Product Details

ISBN:
9780471155065
Subtitle:
Building Relationships, Increasing Loyalty, and Staying Competitive
Author:
Sterne, Jim
Publisher:
Wiley
Location:
New York :
Subject:
Internet - General
Subject:
Internet (computer network)
Subject:
Technology
Subject:
Computers and computer technology
Subject:
Customer Service
Subject:
Customer services
Subject:
Internet - World Wide Web
Subject:
Internet marketing
Subject:
World Wide Web
Subject:
Internet
Subject:
Networking - General
Subject:
Internet Business
Copyright:
Series Volume:
30
Publication Date:
19960925
Binding:
Paperback
Language:
English
Illustrations:
Yes
Pages:
352
Dimensions:
9.22x7.49x.79 in. 1.33 lbs.

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