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    E-Service (Review and Analysis of Zemke and Connellan's Book)
    E-Service (Review and Analysis of Zemke and Connellan's Book)
    E-Service (Review and Analysis of Zemke and Connellan's Book)
    Ebook39 pages24 minutes

    E-Service (Review and Analysis of Zemke and Connellan's Book)

    By BusinessNews Publishing

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    About this ebook

    The must-read summary of Ron Zemke and Tom Connellan's book: "E-Service: 24 Ways to Keep Your Customers - When the Competition is Just a Click Away".

    This complete summary of the ideas from Ron Zemke and Tom Connellan's book "E-Service" shows how 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, the only thing you need to do to achieve this is apply the correct principles and customer service concepts. In their book, the authors offer easy-to-follow guidance on how to keep your business thriving online and stop customers from clicking over to competitors.

    Added-value of this summary:
    • Save time
    • Understand key concepts
    • Expand your business knowledge

    To learn more, read "E-Service" and discover the key to standing out from the internet crowd.
    LanguageEnglish
    PublisherBusiness Book Summaries
    Release dateFeb 15, 2013
    ISBN9782806242501
    E-Service (Review and Analysis of Zemke and Connellan's Book)

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      Book preview

      E-Service (Review and Analysis of Zemke and Connellan's Book) - BusinessNews Publishing

      Book Presentation: E-Service by Ron Zemke and Tom Connellan

      Book Abstract

      About the Author

      Important Note About This Ebook

      Summary of E-Service (Ron Zemke and Tom Connellan)

      Principle #1

      Be easy-to-do-business-with.

      Principle #2

      Have a distinctive design.

      Principle #3

      Personalize the e-experience.

      Principle #4

      Deliver end-to-end service.

      Principle #5

      Encourage human contact.

      Principle #6

      Fix problems better and faster.

      Principle #7

      Develop a retention strategy.

      Book Abstract

      MAIN IDEA

      For an online company, the customer’s experience of your service becomes your brand.

      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. And creating highly satisfied customers isn’t a random or hit-and-miss 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.

      But deliver great service – that’s easy, that lives up to your promises and treats them as valued customers – and you’ll create the greatest asset any online business can have: highly satisfied customers who are prepared to do business with you again and again.

      About the Author

      RON ZEMKE is the author or coauthor of 27 books, including the eight book Knock Your Socks Off Service series. He is also a

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