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Customer service on the Internet :building relationships, increasing loyalty and staying competitiveby Jim Sterne
Synopses & ReviewsPublisher 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:
Visit our Web site: http://www.wiley.com/compbooks/ About the AuthorJIM 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 ContentsThe 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. What Our Readers Are SayingBe the first to add a comment for a chance to win!Product Details
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