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

By Robert Spector

Book Overview

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.

• Format: Paperback
• Language: English
• ISBN: 0738208035
• ISBN13: 9780738208039
• Release Date: January 2003
• Publisher: Basic Books
• Length: 304 Pages
• Weight: 0.73 lbs.
• Dimensions: 0.8" x 5.8" x 7.8"

Customer Reviews

Customer Service - 360 degree!

Never mind the bricks or mortar, the book has the right focus; how to serve customer better. Besides concepts, it gives examples in detail. You would get that urge to go and try some of the ideas in your own stores.

Success stories of a variety of eclectic groups

How can brick and click businesses provide integrated services to their customers, and how can they incorporate features which set their web site apart form others? Anytime, Anywhere profiles the success stories of a variety of eclectic groups in a variety of industries, using interviews with executives and managers at these companies to glean tips on how to conduct a melding of brick-and-click functions. An excellent, practical handbook.