E-Service

"Sixty-three percent of all online shopping carts are abandoned before checkout. Fifty percent of Web shoppers give a site only one chance," warn customer service gurus Ron Zemke and Tom Connellan. In this blueprint for building customer service loyalty and retention, the authors share the results of their extensive research into the expectations and experiences of buyers on the Web. The book is organized into the seven principles and twenty-four keys of e-service masters that include: practice easy-to-do business with thinking; design for distinction; personalize the e-experience; and build a retention strategy. Useful "Quick Case" real-world applications are interspersed throughout. The authors advise, "On the Web, consumers run the show. Now more than ever you must bend to their wishes, accommodate their needs, and learn to be humble when you fail. When you do that, you will win them."