Skip to Main Content
Delivering Knock Your Socks Off Service, 5th Edition
book

Delivering Knock Your Socks Off Service, 5th Edition

by PERFORMANCE RESEARCH ASSOCIATES, John BUSH
October 2011
Beginner to intermediate content levelBeginner to intermediate
208 pages
4h 24m
English
AMACOM
Content preview from Delivering Knock Your Socks Off Service, 5th Edition

32Service Recovery in the Digital Age

“Why should I wait longer for an Internet web site than I do for a McDonald’s drive-through order?”

—Anonymous

No talk of service recovery is complete without mentioning the challenges presented by serving customers over the Internet. Consumers and businesses continue to flock to the Internet to buy products and services, lured by the ease of comparison shopping and the convenience of transacting business over the computer rather than traveling to the local mall.

But plenty of those e-tailers and “click and brick” companies—organizations with both stores and Internet sales sites—are still focused only on acquiring customers, not servicing them. Having an aesthetically pleasing web site is one thing, creating ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Delivering Knock Your Socks Off Service

Delivering Knock Your Socks Off Service

Ron Zemke, Bobette H Williamson
Managing Knock Your Socks Off Service, 3rd Edition

Managing Knock Your Socks Off Service, 3rd Edition

Chip R. Bell, Ron Zemke, John Bush
Becoming an Exceptional Executive Coach

Becoming an Exceptional Executive Coach

Michael FRISCH, Robert LEE, Karen L. METZGER, Jeremy ROBINSON, Judy ROSEMARIN
Putting People First

Putting People First

MIT Sloan Management Review

Publisher Resources

ISBN: 9780814417553