Anytime, Anywhere: How the Best Bricks-And-Clicks Businesses Deliver Seamless Service to Their Customers - Hardcover

Spector, Robert

Hardcover

ISBN 10: 0738205109 ISBN 13: 9780738205106

Publisher: Perseus Books Group, 2002

Synopsis

Lessons from the best bricks-and-clicks businesses on becoming a service powerhouse. No two ways about it: great service is great service and lousy service is lousy service. Many companies who jumped onto the on-line bandwagon became enamored with the technology itself and forgot that the customer is still king. In Anytime, Anywhere best-selling author Robert Spector showcases the pioneering efforts of companies that never stopped focusing on the customer, and that are now gobbling up market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to Enron, companies in virtually every industry are discovering that "seamless service"-integrating all elements of the customer experience with consistent messages and execution-offers a competitive edge that technology alone can never achieve. Packed with in-depth stories from the front lines and practical advice (on everything from making your Web site easy to navigate to offering value-added services like newsletters and cross-channel promotions), Anytime, Anywhere shows how any business can excel by becoming a service powerhouse.

About this title

About the Author

Robert Spector is a recognized authority on customer service. A highly sought-after speaker and writer, he is the author of the national best sellers The Nordstrom Way and Amazon.com-Get Big Fast. A frequent contributor to the Wall Street Journal, the New York Times, USA Today, and NASDAQ Magazine, he lives in Seattle. Visit www.robertspector.com.

About this edition

• Publisher: Perseus Books Group
• Publication date: 2002
• ISBN 10: 0738205109
• ISBN 13: 9780738205106
• Binding: Hardcover
• Number of pages: 273