Summary: E-Service - Ron Zemke and Tom Connellan

This work offers a summary of the book "E-SERVICE: 24 Ways to Keep Your Customers - When the Competition Is Just a Click Away" by Ron Zemke and Tom Connellan. Contrary to conventional Internet thinking, the key to success doesn't lie in attracting visitors but in creating highly satisfied customers who will do business with you again and again. According to Ron Zemke and Tom Connellan, creating highly satisfied customers isn't a random affair - it is the natural result of applying the correct principles and customer service concepts.
The Internet is rapidly and permanently moving beyond the novelty stage and becoming part of the mainstream of life. In the early days, customers were prepared to live with second class treatment because of the newness of the medium. That's no longer true. Today's consumers are demanding the same level of service they can get offline - and if you can't provide that, they will quickly click over to a competitor who will.
Filled with useful tips and fresh ideas, E-Service is a compelling read for e-commerce businesses. Written by two customer service gurus, it offers easy-to-follow guidance on how to keep your business thriving online. Read this book and learn how to stand out from competitors on the Web.