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OWL BOOK REVIEW
AVIARY
Sterne, Jim. Customer
Service on the Internet, Building Relationships, Increasing Loyalty and
Staying Competitive.
New York: John Wiley
& Sons, 1996.
ISBN: 0-471-15506-3
This book is an encyclopediac
approach to customer service on the internet. Sterne, who has studied the
use of the Internet extensively as a marketing tool presents case studies,
how to's, recommdnations, and an overview. It's extensive and thorough.
Because this book
is a good-sized one, I am going to list the chapter headings. If one of
them intrigues you, get the book and read further. Considering how poorly
so many Internet companies are doing when it comes to customer service,
Sterne's book is a good investment.
1. The Web was Made
for Customer Service
2. Customer
Service in a Modern World
3. Publishing Your
Company's Information on the Web via FAQs
4. Managing E-mail—When
customers come calling
5. Encouraging Customer
Conversations
6. Improving Your
Value
7. Knowing Your Customers
as Individuals—Again
8. Cisco Systems—A
Case Study
9. Starting Today/Planning
for Tomorrow
Janelle Barlow, President
TMI US
 Previous
"Owl Book Review Grove" pages:
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Reichheld,
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Yates,
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Langdon,
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Needleman,
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Goleman,
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Conger,
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Shapiro
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Fradette
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Reis
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Spencer,
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Underhill,
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Pine
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Christensen,
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Hirschfeld,
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Harkins,
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#28 |
Seybold,
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Ackerman,
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Childre
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Ryback,
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| #32
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Gladwell,
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Schrage,
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Silverman,
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Locke,
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