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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 : AMACOM, American Management Association, 2001.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

This is a guide to building good service on the Web. It provides a blueprint of ready-to-implement ideas and solutions for how to provide great service in cyberspace.

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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Ron Zemke; Thomas K Connellan
ISBN: 0814406068 9780814406069
OCLC Number: 50382209
Description: viii, 341 pages : illustrations ; 24 cm
Contents: Remember the Klondike; know your real competition; hockey-stick loyalty; customer-pleasing E-service; practice ETDBW thinking; design for distinction; personalize the experience; think end-to-end service; encourage human contact; make recovery a point of pride; plan for retention; practice academy award thinking; anatomy of an award-winning site; the future of E-service - 10 predictions; a browser's guide.
Responsibility: Ron Zemke, Tom Connellan.

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