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E-service : twenty-four ways to keep your customers when the competition is just a click away

Author: Ron Zemke; Thomas K Connellan
Publisher: New York : American Management Association, 2000.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Zemke, Ron.
E-service.
New York : American Management Association, 2000
(DLC) 00057607
(OCoLC)44518103
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Ron Zemke; Thomas K Connellan
ISBN: 0814424635 9780814424636
OCLC Number: 45728280
Description: 1 online resource (viii, 341 pages)
Contents: Chapter 1 Remember the Klondike 1 --
Chapter 2 Know Your Competition--Your Real Competition 19 --
Chapter 3 Hockey-Stick Loyalty 35 --
Chapter 4 The Anatomy of Customer-Pleasing E-Service: Seven Principles, Twenty-Four Keys 51 --
Chapter 5 Practice Easy-to-Do-Business-With Thinking 57 --
Chapter 6 Design for Distinction 95 --
Chapter 7 Personalize the E-Experience 117 --
Chapter 8 Deliver End-to-End Service 149 --
Chapter 9 Encourage Human Contact 181 --
Chapter 10 Make Recovery a Point of Pride 217 --
Chapter 11 Build a Retention Strategy (or, out with the Teflon, in with the Velcro) 241 --
Chapter 12 A Seven-Lesson Crash Course in E-Service Improvement 263 --
Chapter 13 The Future of the Net: Take These Predictions to the Bank 291.
Responsibility: Ron Zemke, Tom Connellan.

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