Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers - Softcover

Spector, Robert

Softcover

ISBN 10: 0738208035 ISBN 13: 9780738208039

Publisher: Basic Books, 2003

Synopsis

In Anytime, Anywhere, Robert Spector showcases the pioneering efforts of a dozen companies who are now increasing market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to the San Francisco Giants, companies in 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 practical advice and colorful, in-depth stories from the front lines, Anytime, Anywhere shows any business how to meet, and exceed, the expectations of customers through all points of contact.

About this title

About the Author

Robert Spector is a recognized authority on customer service. A highly sought-after speaker and writer, he is the author of the national best sellers The Nordstrom Way and Amazon.com-Get Big Fast. A frequent contributor to the Wall Street Journal, the New York Times, USA Today, and NASDAQ Magazine, he lives in Seattle. Visit www.robertspector.com.

From Library Journal

The recent cooling of Internet and "new-economy" fever does not mean that the net will not be a factor in business. Most of us like the net's ease of access to product information and ordering possibilities, while smart companies find that relying on the net can lower their customer acquisition, order, and resupply costs, help them track customer credit and purchase history, and make it easier to target advertising. Spector (Nordstrom Way) shows how successful bricks-and-mortar firms incorporate the features of the web into their strategies for better service and more sales. Sample companies include Nordstrom, Frederick's of Hollywood, Powell's Books (in Oregon), Fedex, REI, Well's Fargo Bank, and the San Francisco Giants baseball club. As Spector shows, the key for success is seamless coordination between in-store and FAX, e-mail, phone, and web features. Spector does a thorough job of covering the ramifications of Internet and business service, and busy managers will like the succinct summaries at the end of each chapter. The principle weakness is the inclusion of Enron for its paper-products division. Complementing Henry Lucas's Strategies for Electronic Commerce and the Internet, this is a good book for the web and bricks-and-mortar interface and appropriate for public and academic libraries. Patrick J. Brunet, Western Wisconsin Technical Coll. Lib., LaCrosse
Copyright 2002 Cahners Business Information, Inc.

About this edition

• Publisher: Basic Books
• Publication date: 2003
• ISBN 10: 0738208035
• ISBN 13: 9780738208039
• Binding: Paperback
• Number of pages: 304