E-Service: 24 Ways to Keep Your Customers – When the Competition Is Just a Click Away
Authors: Ron Zemke & Tom Connellan
Rating:
Pros:
- References add superior credibility to this work of art
- Touches from A to Z on everything you need to do to keep customers on you site and happy
- Step-by-step solutions
- Includes “7 lesson crash course” to test your businesses usability and see how you can improve
- Enjoyed the last chapter on what future technology is just around the corner, some of which will blow you away
Cons:
- None significant
One word describes this book. FANTASTIC! No matter if you’re a beginner or an expert you will find this book invaluable to your company. In fact, as I was reading this book I marked down some really great ideas to implement on MerchantSeek.
The book, in general, covers everything you need to know about sprucing up your website’s customer service. Ron Zemke and Tom Connellan have certainly done their homework. They list a number of references you can check up on and constantly direct you to websites that show you exactly what they are talking about. This book not only talks about e-mail customer service, but also live online customer service. They also stress a lot on human interaction and personalization.
There’s so much information that I would recommend using a highlighter or pen to mark key information. Also, keep a notepad handy as during your reading of “E-Service” lots of ideas will pop into your head that you’ll want to be sure to add to your “to-do” list.
At the back of the book, chapter 14 to be exact, you will find a browser’s guide that will give you a bulleted list overview of each of the chapters. My personal favorite chapter was chapter 13. In this chapter they talked about the new technologies to come in just matter of 12 to 24 months. How would you like to go to your favorite chocolate e-store like Godiva.com, and upon arrival not just see the luscious chocolates available… but also smell them!? The technology is currently underway as I write this review. Again, this is a must-have book. Get your copy today!
To get a copy of “E-Service: 24 Ways to Keep Your Customers – When the Competition Is Just a Click Away” and for more reader reviews click here: http://www.merchantseek.com/eservice
Review by: Jim Conley II, CEO/Founder of MerchantSeek.com