Anytime, Anywhere - Hardcover

Spector, Robert

Hardcover

ISBN 10: 0738205109 ISBN 13: 9780738205106

Publisher: Basic Books, 2002

No two ways about it: great service is great service and lousy service is lousy service. Many companies who jumped onto the on-line bandwagon became enamored with the technology itself and forgot that the customer is still king. In Anytime, Anywhere best-selling author Robert Spector showcases the pioneering efforts of companies that never stopped focusing on the customer, and that are now gobbling up market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to Enron, companies in virtually 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 in-depth stories from the front lines and practical advice (on everything from making your Web site easy to navigate to offering value-added services like newsletters and cross-channel promotions), Anytime, Anywhere shows how any business can excel by becoming a service powerhouse.

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About the Author:

Robert Spector is a recognized authority on customer service. A highly sought-after speaker and writer, he is the author of several books on the topic, including the national bestsellers The Nordstrom Way and Amazon.com: Get Big Fast. A former business reporter for Women's Wear Daily, he has been a contributor to The Wall Street Journal, The New York Times, U.S.A. Today, and NASDAQ Magazine. He lives in Seattle.

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.

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