Customer Service on the Internet: Building Relationships, Increasing Loyalty, and Staying Competitive, 2nd Edition

As businesses have overcome technical, financial, and promotional hurdles to developing online commerce, they are now confronted with the core issue of all businesses in a competitive market: providing quality and cost-effective customer service 24 hours a day, 7 days a week, and 365 days a year. Jim Sterne, who led the pack in the earlier stages of Net commerce with his book World Wide Web Marketing, has written a book that every company using the Net should consider giving to every employee involved in online commerce. Contains great practical information, case studies of companies that have paid attention to online customer service (and are doing well because of this attention), and an appreciation for the critical edge provided by caring about your customers.