title: E-Service: 24 Ways to Keep Your Customers--When the Competition Is Just a Click Away
author:  Ron Zemke 
description: Online businesses that stand out from their competitors are not just those with a great product and a savvy marketing pitch; they also know how to translate the old-fashioned notion of superior customer service to the Web, argue customer-service consultants ZemkeAbest known for his Knock Your Socks Off seriesAand Connellan. In fact, first-rate customer service is even more important for online businesses than for their offline competitors. For those e-businesses that are losing out on sales or failing to capture repeat business because customers have difficulty navigating their Web site, Zemke and Connellan offer sound advice in the form of "seven winning principles" of e-customer service, based on their analysis of Web sites, focus groups and consumer complaints. The authors emphasize that first and foremost online businesses must personalize the e-experience (Amazon's approach is a prime example) and encourage human contact (as does Land's End). Among their occasionally surprising findings: customers don't want bells, whistles and distracting graphics; they want to find the information they need quickly and easily, so it's best to design for clarity and ease of use. This insightful book is among the best of the recent crop of online customer service books. Zemke's solid reputation, combined with the continuing fallout among Internet companies, will draw readers eager for fresh insights. It might even help e-bookstores enjoy a booming holiday shopping season. Author tour; 25-city morning drive-time radio campaign. (Oct.) <br />Copyright 2000 Reed Business Information, Inc.
zlib_text: SMART
  SERVICES
  
  SMART
  SERVICES
  Competitive	Information	Strategies,	Solutions
  and	Success	Stories	for	Service	Businesses
  Deborah	C.	Sawyer
  	
  	
  
  First	printing,	January	2002
  	
  Smart	Services:	Competitive	Information	Strategies,
  Solutions	and	Success	Stories	for	Service	Businesses
  Copyright	©	2002	by	Deborah	C.	Sawyer.
  All	rights	reserved.	No	part	of	this	book	may	be	reproduced	in	any	form	or	by	any	electronic	or	mechanical	means
  including	 information	 storage	 and	 retrieval	 systems	 without	 permission	 in	 writing	 from	 the	 publisher,	 except	 by	 a
  reviewer,	who	may	quote	brief	passages	in	a	review.	Published	by	CyberAge	Books,	an	imprint	of	Information	Today,
  Inc.,	143	Old	Marlton	Pike,	Medford,	New	Jersey	08055.
  Publisher’s	Note:	 The	 author	 and	 publisher	 have	 taken	 care	 in	 preparation	 of	 this	 book	 but	 make	 no	 expressed	 or
  implied	warranty	of	any	kind	and	assume	no	responsibility	for	errors	or	omissions.	No	liability	is	assumed	for	incidental
  or	consequential	dam