Anytime, Anywhere: How the Best Bricks- And-Clicks Businesse Deliver Seamless Service to Their Custo

Anytime, Anywhere: How the Best Bricks- And-Clicks Businesse Deliver Seamless Service to Their Customers (Revised)

By Robert Spector

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Lessons from a dozen market leaders who have mastered the game of multi-channel service.


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Book Information

Publisher: Basic Books
Publish Date: 12/18/2002
Pages: 304
ISBN-13: 9780738208039
ISBN-10: 0738208035
Language: English

Full Description

No two ways about it: great service is great service and lousy service is lousy service. Many companies who jumped onto the on-line bandwagon became enamored with the technology itself and forgot that the customer is still king. In Anytime, Anywhere best-selling author Robert Spector showcases the pioneering efforts of companies that never stopped focusing on the customer, and that are now gobbling up market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to Enron, companies in virtually every industry are discovering that "seamless service"-integrating all elements of the customer experience with consistent messages and execution-offers a competitive edge that technology alone can never achieve. Packed with in-depth stories from the front lines and practical advice (on everything from making your Web site easy to navigate to offering value-added services like newsletters and cross-channel promotions), Anytime, Anywhere shows how any business can excel by becoming a service powerhouse.

About the Author

Robert Spector is author of The Nordstrom Way , The Nordstrom Way to Customer Service Excellence , Amazon. Com: Get Big Fast , and Category Killers.

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