e-service, 24 ways to keep your customers?when the competition is just a click away, Ron Zemke, Tom Connellan click away, your customer, customer expectations, customer loyalty, excellent e-service, first click, tailored you
 
   

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e-service

24 ways to keep your customers?when the competition is just a click away

 Ron Zemke, Tom Connellan

 
   
 
 
 
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your customer
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tailored you
order fulfillment
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internet economy
Ron Zemke
Tom Connellan
e-service
24 ways to keep your customers?when the competition is just a click away
The Internet Economy
Aggregation
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Ron Zemke
Tom Connellan


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Following are the titles and brief quotes from the Concept Extracts that make up this Concept Book Summary.
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Unearthing Customer Expectations

"On the Web, customers run the show."
Customer Satisfaction Is Not Customer Loyalty

"If you do these things, then you will build a loyal and profitable following online."
Create Long-Term Customers through Excellent E-Service

"Focus on making it easy—to the point of effortless—for customers to do business with you."
Build Customer Trust from the First Click

"Make customers suspicious or fearful—and kiss them good-bye."
Make Your Customer's E-Visits Feel "Tailored for You"

"Personalization of the Web experience is the natural next step in the e-commerce evolution."
Deliver Excellent E-Commerce Order Fulfillment

"E-customers don't hand out final grades until the ordered product arrives swiftly, without error, and as promised."
Human-Contact Options Drive E-Customer Retention

"How do you ensure retail- or B2B customers get just the amount of human support they want, when they want it—without sending overhead costs spinning out of control?"
The Five Axioms of High-Quality Service for Customer Recovery

"It is about restoring trust when your customer is most vulnerable to doubt and has second thoughts about ever clicking your way again."
It's Far Cheaper to Retain, than Regain, Customers

"The formula for retaining customers is deceptively simple."
 


This Book Summary contains Concept Extracts from:

e-service
Ron Zemke
Tom Connellan

Amacom
2000
Copyright (c) 2001 Ron Zemke and Tom Connellan


Biography: Ron Zemke didn't just "write the book" on service; he has authored or coauthored 27 such books, including all the books in the renowned Knock Your Socks Off Service? series, which have sold more than 600,000 copies. He is also a coauthor of Generations at Work, and serves as senior editor of Training magazine.
Tom Connellan is a senior partner with PRA (Performance Research Associates) and is on the advisory boards of several Internet start-ups. His seven books include Inside the Magic Kingdom, a best-selling examination of service at Disney, and Sustaining Knock Your Socks Off Service, coauthored with Ron.

Key Phrases in this title:
click away, your customer, customer expectations, customer loyalty, excellent e-service, first click, tailored you, order fulfillment, e-customer retention, customer recovery, regain customers, ways keep, keep your, your customers, customers competition, competition just, just click, ways keep your, keep your customers, your customers competition, customers competition just, competition just click, just click away, internet economy, Ron Zemke, Tom Connellan

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The Internet Economy
Book Summaries

Advertising on the Internet | Robbin Zeff, Brad Aronson|1999
The Age of E-Tail Conquering the New World of Electronic Shopping | Alex Birch, Philipp Gerbert, Dirk Schneider|2000
Asian Advantage Key Strategies for Winning in the Asia-Pacific Region | George Yip|2000
Blueprint to the Digital Economy Creating Wealth in the Era of E-Business | Don Tapscott, Alex Lowy, David Ticoll|1998
The Borderless World Power and Strategy in the Interlinked Economy | Kenichi Ohmae|1999
Building Database-Driven Web Catalogs | Sharif Danish, Patrick Gannon|1998
Business the amazon.com Way Secrets of the World's Most Astonishing Web Business | Rebecca Saunders|1999
The Clickable Corporation Successful Strategies for Capturing the Internet Advantage | Jonathan Rosenoer, Douglas Armstrong, Russell Gates|1999
Clicking Through A Survival Guide for Bringing Your Company Online | Jonathan Ezor|2000
Clicks and Mortar Passion Driven Growth in an Internet Driven World | David Pottruck, Terry Pearce|2000
The Cluetrain Manifesto The End of Business as Usual | Rick Levine, Christopher Locke, Doc Searls, David Weinberger|1999
Communities of Commerce Building Internet Business Communities to Accelerate Growth, Minimize Risk, and Increase Customer Loyalty | Stacey Bressler, Charles Grantham|2000
Competing on Internet Time Lessons from Netscape and Its Battle with Microsoft | Michael Cusumano, David Yoffie|1998
The Corporate Intranet Harness the Power of the Next-Generation Intranet | Ryan Bernard|1998
Cyber Rules Strategies for Excelling at E-Business | Thomas Siebel, with Pat House|1999
Cyberstrategy Business Strategy for Extranets, Intranets and the Internet | Pauline Bickerton, Matthew Bickerton, Kate Simpson-Holley|1998
Cybertalk That Sells | Herschell Gordon Lewis, Jamie Murphy|1998
Digital Capital Harnessing the Power of Business Webs | Don Tapscott, David Ticoll, Alex Lowy|2000
Digital Darwinism 7 Breakthrough Business Strategies for Surviving in the Cutthroat Web Economy | Evan Schwartz|1999
The Digital Economy Promise and Peril in the Age of Networked Intelligence | Don Tapscott|1996
Digital Literacy | Paul Gilster|1997
Discontinuous Change Leading Organizational Transformation | David Nadler, Robert Bruce Shaw, Elise Walton|1995
The E-Commerce Arsenal 12 Technologies You Need to Prevail in the Digital Arena | Alexis Gutzman|2001
e-policy How to Develop Computer, E-policy, and Internet Guidelines to Protect Your Company and Its Assets | Michael Overly|1999
E-Profit High Payoff Strategies for Capturing the E-Commerce Edge | Peter Cohan|2000
e-service 24 ways to keep your customers?when the competition is just a click away | Ron Zemke, Tom Connellan|2000
The eBay Phenomenon Business Secrets behind the World's Hottest Internet Company | David Bunnell|2000
eBrands Building an Internet Business at Breakneck Speed | Phil Carpenter|2000
The Electronic B@zaar From the Silk Road to the eRoad | Robin Bloor|2000
Electronic Selling 23 Steps to E-Selling Profits | Emiko Banfield, Josh Gold, Warren Jamison|1997
The Evolution of Wired Life From the Alphabet to the Soul-Catcher Chip?How Information Technologies Change Our World | Charles Jonscher|1999
The Experience Economy Work Is Theatre & Every Business a Stage | Joseph Pine, James Gilmore|1999
From Third World to World Class The Future of Emerging Markets in the Global Economy | Peter Marber|1998
Growing Up Digital The Rise of the Net Generation | Don Tapscott|1998
High Noon The Inside Story of Scott McNealy and the Rise of Sun Microsystems | Karen Southwick|1999
How to Think Like the World's Greatest High-Tech Titans | Erika Brown|2000
How the Web Was Won | Cerise Vablais, Tony Leininger|1998
The Hundredth Window Protecting Your Privacy and Security in the Age of the Internet | Charles Jennings, Lori Fena|2000
Information Rules A Strategic Guide to the Network Economy | Carl Shapiro, Hal Varian|1998
The Interactive Marketplace Business-to-Business Strategies for Delivering Just-in-Time, Mass-Customized Products | Keith Brown|2000
The Internet Bubble Inside the Overvalued World of High-Tech Stocks?And What You Need to Know to Avoid the Coming Shakeout | Anthony Perkins, Michael Perkins|1999
The Internet Strategic Plan A Step-By-Step Guide to Connecting Your Company | Martin Schulman, Rick Smith|1997
Internet World: Using the Web to Compete in a Global Marketplace | Browning Rockwell|1998
Leveraging the New Infrastructure How Market Leaders Capitalize on Information Technology | Peter Weill, Marianne Broadbent|1998
Machine Learning and Data Mining Methods and Applications | Ryszard Michalski, Ivan Bratko, Miroslav Kubat|1998
Making the Cisco Connection The Story Behind the Real Internet Superpower | David Bunnell, Adam Brate|2000
Marketing on the Internet Jill Ellsworth, Matthew Ellsworth|1997
MetaCapitalism The e-Business Revolution and the Design of 21st-Century Companies and Markets | Grady Means, David Schneider|2000
Net Future The 7 Cybertrends That Will Drive Your Business, Create New Wealth, and Define Your Future | Chuck Martin|1999
Net Gain Expanding Markets through Virtual Communities | John Hagel, Arthur Armstrong|1997
Net Profit How to Invest and Compete in the Real World of Internet Business | Peter Cohan|1999
Net Worth Shaping Markets When Customers Make the Rules | John Hagel, Marc Singer|1999
The New Renaissance Computers and the Next Level of Civilization | Douglas Robertson|1998
Opening Digital Markets Battle Plans and Business Strategies for Internet Commerce | Walid Mougayar|1998
Overcoming High-Tech Anxiety Thriving in a Wired World | Beverly Goldberg|1999
Permission Marketing Turning Strangers into Friends, and Friends into Customers | Seth Godin|1999
Politics on the Nets Wiring the Political Process | Wayne Rash|1997
Publicity on the Internet Creating Successful Publicity Campaigns on the Internet and the Commercial Online Services | Steve O'Keefe|1997
Selling on the Net The Complete Guide | Herschell Gordon Lewis, Robert Lewis|1997
Silicon Gold Rush The Next Generation of High-Tech Stars Rewrites the Rules of Business | Karen Southwick|1999
Smart Things to Know About E-Commerce | Mike Cunningham|2000
The State of the Net The New Frontier | Peter Clemente|1998
Technology, Organization, and Competitiveness Perspectives on Industrial and Corporate Change | Giovanni Dosi, David Teece, Josef Chytry|1998
Time to Take Control The Impact of Change on Corporate Computer Systems | Tony Johnson|1997
Trade IPOs Online | Matthew Zito, Matt Olejarczyk|2000
Webonomics Nine Essential Principles for Growing Your Business on the World Wide Web | Evan Schwartz|1997
The Weightless World Thriving in the Digital Age | Diane Coyle|1999
Wharton on Managing Emerging Technologies | George Day, Paul Schoemaker|2000
When Good Companies Do Bad Things Responsibility and Risk in an Age of Globalization | Peter Schwartz, Blair Gibb|1999
XML and SOAP Programming for BizTalk Servers | Brian Travis|2000



The Internet Economy
Book Extract Suites
Each Suite contains extracts from 3 to 10 books focused on a single business concept

  • Business Strategies for a Digital Economy
    • Developing an E-business Strategy John Dunleavy, John Sifonis, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, with John Kador, with Pat House, Kenneth Hartley, James Hurley, Thomas Siebel, Amir Hartman, Grant Norris, Timothy Galpin
    • Managing an E-commerce Initiative Rick Levine, Christopher Locke, Doc Searls, David Weinberger, Philipp Gerbert, Alex Birch, Charles Trepper, Peter Cohan, Dirk Schneider
    • Strategies for a Networked Economy Don Tapscott, James Moore, Gary Hamel, Charles Savage, Joseph Pine, John Conlon, Melissa Giovagnoli, William Halal, Christopher Meyer, Stan Davis, Robert Aubrey, Paul Cohen, Liam Fahey, Yves Doz
    • Leveraging the Internet Carl Shapiro, Hal Varian, Don Tapscott, Anita Rosen, Charles Savage, Richard Gascoyne, Koray Ozcubukcu, Chuck Martin, Peter Clemente, James Martin, Walid Mougayar, Kate Maddox, Dana Blankenhorn, Jim Sterne, James Best
  • Web-Based Marketing, Sales & Services
    • On-line Branding Laura Ries, Philipp Gerbert, Evan Schwartz, Alex Birch, Charles Trepper, Agnieszka Winkler, Chuck Martin, Al Ries, Dirk Schneider
    • Site Stickiness Pauline Bickerton, Matthew Bickerton, Kate Simpson-Holley, Jill Ellsworth, Matthew Ellsworth, Tom Connellan, Evan Schwartz, with Pat House, Charles Trepper, Ron Zemke, Thomas Siebel
    • Selling on the Web Josh Gold, Warren Jamison, Hersch Wilson, Philipp Gerbert, Evan Schwartz, Larry Wilson, with Pat House, Alex Birch, Emiko Banfield, Thomas Siebel, Dirk Schneider, Martin Schulman, Rick Smith
  • Converging & Restructuring Industries
    • Re-thinking Your Industry Michael Cusumano, David Yoffie, Robert Slater, Philip Evans, Thomas Hargraves, Edward Wakin, Walter Swap, James Cortada, Janet Lowe, Peter Cohan, Jeremy Hope, Tony Hope, Thomas Wurster, Dorothy Leonard
  • Communities, Ecosystems & Partnering
    • Global Ecosystems Marshall Goldsmith, Don Tapscott, Regis McKenna, Jean-Pierre Jeannet, Richard Schubert, David Skyrme, Richard Gascoyne, Koray Ozcubukcu, Alex Lowy, David Ticoll, Richard Beckhard, Verna Allee, Frances Hesselbein
    • Partnering in Bits and Bytes Peter Weill, Marianne Broadbent, Larry Downes, Chunka Mui, Don Tapscott, Jay Galbraith, John Conlon, Melissa Giovagnoli, Peter Cohan, Jeremy Hope, Tony Hope
    • Alliances & Innovation Larry Downes, Chunka Mui, Jay Galbraith, James Moore, Gary Hamel, John Conlon, Melissa Giovagnoli, Peter Cohan, Mitchell Lee Marks, Philip Mirvis, Prahalad, Dorothy Leonard
  • Digital Society & Culture
    • Internet Culture Shel Holtz, Don Tapscott, Regis McKenna, Rick Levine, Christopher Locke, Doc Searls, David Weinberger, Jack Nilles, Paul Gilster, Andrew Shapiro, Peter Clemente
    • Information Behavior & Culture Thomas Davenport, Geoffrey James, Edgar Schein, Chuck Martin, Daniel Tobin, James Martin, James McGee, Laurence Prusak
    • Mixing Machines and People Successfully Howard Sherman, Ron Schultz, Henk Volberda, Regis McKenna, Jerry Hirshberg, Chip Bell, Charles Savage, Gareth Morgan, Thomas Davenport, Mareen Duncan Fisher, Kimball Fisher, James Martin, Robert Kriegel, David Brandt
  • Security, Privacy & Ethics
    • Privacy and Marketing Philip Evans, Jonathan Ezor, Robbin Zeff, Brad Aronson, Andrew Shapiro, John Hagel, Evan Schwartz, Marc Singer, Thomas Wurster
    • E-commerce Security Mary Cronin, Peter Cohan, James Martin, Kate Maddox, Dana Blankenhorn, Julie Bort, Bradley Felix
  • Law & Intellectual Property
    • Patent and Copyright Law Evolution Michael Overly, Vijay Jolly, Jonathan Ezor, Paul Duguid, Jill Ellsworth, Matthew Ellsworth, Andrew Shapiro, Browning Rockwell, John Seely Brown, Max Boisot
  • Global Markets in a Borderless World
    • Global Partnerships Kenichi Ohmae, Rene Tissen, Daniel Andriessen, Frank Lekanne Deprez, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, John Harbison, Peter Pekar, with Pat House, Browning Rockwell, Thomas Siebel
    • Technology: New Global Railroad Larry Downes, Chunka Mui, Don Tapscott, Nitin Nohria, Sumantra Ghoshal, Christopher Bartlett, Chuck Martin, Peter Clemente, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff, Dave Ulrich
  • Science & Discovery
    • Research and Development Rosabeth Kanter, John Buckley, Peter Boer, Sharon Oster, Michael Murphy, Dan Dimancescu, Kemp Dwenger, Fred Wiersema, John Kao, Jim Matheson, David Matheson
    • Technological Innovation Charles O'Reilly, Allan Afuah, Michael Tushman, David Thielen, Karen Southwick, Robert Bruner, Mark Eaker, Edward Freeman, Elizabeth Olmsted Teisberg, Thomas Davenport, James Brian Quinn, Robert Spekman, Jordan Baruch, Karen Anne Zien
    • See additional works by: Ron Zemke, Tom Connellan, e-service , 24 ways to keep your customers?when the competition is just a click away

    You'll find in-depth information on the following topics at this site:

    e-service, 24 ways to keep your customers?when the competition is just a click away, Ron Zemke, Tom Connellan, click away, your customer, customer expectations, customer loyalty, excellent e-service, first click, tailored you, order fulfillment, e-customer retention, customer recovery, regain customers, ways keep, keep your, your customers, customers competition, competition just, just click, ways keep your, keep your customers, your customers competition, customers competition just, competition just click, just click away, internet economy, Ron Zemke, Tom Connellan, e-service, 24 ways to keep your customers?when the competition is just a click away, The Internet Economy, Ron Zemke, Tom Connellan, Aggregation, Communities, Core competencies, Developing a web site, Disintermediation, E-commerce strategy, Ecosystems, Extranets, Global competition, Industry change, Intellectual property, Leveraging networks, Mass customization, Privacy, Security, Transaction processing, Web business models, Web pricing and auctions, Ron Zemke, Tom Connellan, The Internet Economy

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