Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive, 2nd Edition

Ratings: 4.5 from total of 11 ratings.
Price: $29.99

 

Product Features:

• No Product Features Available

Product Description

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.

More>>

Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive, 2nd Edition

Tags: Building, competitive, Customer, Edition, increasing, Internet, Loyalty, Relationships, Service, staying

A Complaint Is a Gift: Recovering Customer Loyalty When Things Go Wrong (Kindle Edition)

The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it’s actually a very (more…)

Tags: Complaint, Customer, Edition, Gift, Kindle, Loyalty, Recovering, Things, When, Wrong

Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods (Hardcover)

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept (more…)

Tags: Analysis, Customer, Design, Edition, Loyalty, Measuring, Satisfaction, Statistical, Survey, Third

Customer Loyalty: How to Earn It, How to Keep It (Kindle Edition)

From Publishers Weekly

Management consultant Griffin here addresses the failure of the “market share” theory. Presenting case studies-Home Depot’s customer intimacy standard; Sharp Electronics’ sales doctor approach-she stresses the need to develop customer loyalty programs. Griffin deftly examines pricing, value, customers’ purchasing cycles, positioning and targeting to create repeat purchasers. She ponders: What “exactly” does a company do that engenders loyalty? A Florida pic (more…)

Tags: Customer, Earn, Edition, Keep, Kindle, Loyalty

Customer Service: Career Success Through Customer Loyalty (4th Edition) (Paperback)

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company’s ration of promoters, or Net Promoter Score. Throughout the book (more…)

Tags: Career, Customer, Edition, Loyalty, Paperback, Service, Success, Through