E-service twenty-four ways to keep your customers when the competition is just a click away - Zemke, Ron (American Management Association, 2000)
Includes bibliographical references (pages 317-325) and index
Chapter 1 - Remember the Klondike - 1 -- - Chapter 2 - Know Your Competition--Your Real Competition - 19 -- - Chapter 3 - Hockey-Stick Loyalty - 35 -- - Chapter 4 - The Anatomy of Customer-Pleasing E-Service: Seven Principles, Twenty-Four Keys - 51 -- - Chapter 5 - Practice Easy-to-Do-Business-With Thinking - 57 -- - Chapter 6 - Design for Distinction - 95 -- - Chapter 7 - Personalize the E-Experience - 117 -- - Chapter 8 - Deliver End-to-End Service - 149 -- - Chapter 9 - Encourage Human Contact - 181 -- - Chapter 10 - Make Recovery a Point of Pride - 217 -- - Chapter 11 - Build a Retention Strategy (or, out with the Teflon, in with the Velcro) - 241 -- - Chapter 12 - A Seven-Lesson Crash Course in E-Service Improvement - 263 -- - Chapter 13 - The Future of the Net: Take These Predictions to the Bank - 291