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Customer Service on the Internet: Building Relationships, Increasing Loyalty and Staying Competitive: Book by Jim Sterne

Customer Service on the Internet: Building Relationships, Increasing Loyalty and Staying Competitive

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ISBN: 9780471382584    Publisher: John Wiley and Sons Ltd Year of publishing: 2000     Format:  Paperback No of Pages: 352        Language: English
A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies...Read more
A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting-edge customer service sites. Completely updated for today's technically-savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites.
This book will help you: Create a service plan that takes full advantage of the Web's potential Determine the best way to present your company's information on the Web Effectively manage e-mail Find out exactly what your customers want and measure their satisfaction Examine how others are using networked computer communications Utilize extranets to lock in customers and channel partners and lock out competitors
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About the author: Jim Sterne
JIM STERNE is a leading world expert on Internet marketing. He specializes in creating Internet marketing strategies for business. Sterne produced the worlds... Read more
JIM STERNE is a leading world expert on Internet marketing. He specializes in creating Internet marketing strategies for business. Sterne produced the worlds first seminar series on Internet marketing in 1994 and is an internationally recognized speaker. Information about his company, Target Marketing of Santa Barbara, can be found at www targeting.com
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Review:
Customer Service on the Internet is one of those rarities: a thoroughly updated second edition of a book." (e-Business, October 2000) "...well laid out and clear..." (www freepint.com, 6 September...Read more
Customer Service on the Internet is one of those rarities: a thoroughly updated second edition of a book." (e-Business, October 2000) "...well laid out and clear..." (www freepint.com, 6 September 2002)
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