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:
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
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