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Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive, 2nd Edition
by Jim Sterne
Binding: Paperback, 2 edition, 368 pages
Publisher: Wiley
Weight: 1.49 pound
Dimension: H: 0.75 x L: 9.18 x W: 0.6 inches
ISBN 10: 0471382582
ISBN 13: 9780471382584
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Book Description:
A comprehensive guide to taking full advantage of the Internet for customer care A dynamic customer service Web site can dramatically increase customer loyalty and provide a competitive edge that all companies strive to achieve. But in order to run a successful site, you must know the latest technologies and understand how to integrate them into your business strategy. Written by internationally recognized Web marketing expert Jim Sterne, this book clearly explains these technologies and demonstrates how companies of all sizes can use them to create and maintain cutting edge customer service sites. Completely updated for today's technically savvy readers, this Second Edition covers all the bases. You'll learn the steps needed to make the transition from your current customer support to the Web. You'll also find valuable information on how to improve your existing site in order to save money and provide better quality support. And with the help of numerous case studies from a variety of different industries, you'll discover how other companies create and maintain their Web sites.

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