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Top : E - Customer Service - Customer Service Via The Internet: More and more customer contact occurs through the Internet, via websites and email. Learn more about how companies are delivering top quality service through the Internet.
Articles:
Online Customer Service Is Getting Better - by Antone GonsalvesThis article has been available since June 2003. The nation's 100 largest companies are improving their Web-site design and handling customer inquiries, according to The Customer Respect Group's annual study. But there's still room for improvement. (Added: 25-Nov-2004 Hits: 806 )
Quality Or Bust - by Larry English
A large number of failures to successfully implement e-commerce strategies are down to a lack of consideration of quality issues. Larry English discusses some of the problems and their solutions. (Added: 25-Nov-2004 Hits: 498 )
Evaluating an E-Commerce Site's Usability - by n/a
How easy and pleasurable is your web-site to navigate? For instance are your doown loads quick and painless. Are all of your links in good working order? Browsing your e-business web site should be as easy as browsing one's favorite store in the mall. This article reminds us how important it is to maintain a easily navigated web site. (Added: 26-Nov-2004 Hits: 606 )
What Ever Happened to Customer Service? - by Chuck Lawson
This article has some good advice about providing memorable customer service within the e-business arena. You'll want to review the author's three basic (but huge!) points to remember about e-business client service. (Added: 25-Nov-2004 Hits: 976 )
Nordstrom.com and Customer Service - by Ron Lieber
Alissa Kozuh of Nordstrom.com tries to understand what customers are looking for by analyzing the words they type into the site's search engine -- all 45,000 of them. (Added: 8-Mar-2005 Hits: 596 )
Yahoo Kisses It All Good-bye - by John Ellis
The secret of Yahoo's original success was that it committed itself to standing shoulder to shoulder with its customers. So what made the company turn its back on them? (Added: 20-Mar-2005 Hits: 599 )
Communication and Interactivity - by Alex Johnson
Customer service is the most important function of your e-business. Good customer service means responsiveness. It means you understand, anticipate and respond quickly to the needs and demands of your customers. This is an area where your e-business can really shine if you pay particular attention to these two key elements of the Internet. (Added: 25-Nov-2004 Hits: 594 )
Who You Gonna Call? Customer Service! - by n/a
This article takes you through the e-shopping experience and provides you with tips and advice to ensure that you provide great customer service on your web site. (Added: 25-Nov-2004 Hits: 524 )
Self-Service: Help Yourself - by Laura Rich
Moving customers to self-service Web sites can save a bundle, but only if it's done right. A series of brief case studies shows how different self-service user groups—employees, suppliers, contract salespeople and retail customers—reaped some staggering savings at four companies. Could one of these approaches work for you? (Added: 9-Dec-2004 Hits: 872 )
MoreBusiness -- Technology Carts Before Customer Horses - by n/a
Don't make technology your first consideration when you are starting up your e-business is the advice offered in this article. Instead you are well-advised to concern yourself with how your prospective customers will be treated once they are at your site. Set up your e-business from the customer's point of view. Doing this will ensure that customer service is provided in all aspects. (Added: 26-Nov-2004 Hits: 675 )
10 Easy Steps to a Horrible Ecommerce Site - by Jason Chance
While these "tips" were written in good humor, the above pointers cover serious advice that is not so much related to the technical nature of an ecommerce site as it is to product and company presentation. Each of these tips speaks to customer service issues. (Added: 6-Apr-2006 Hits: 679 )
Customer Service : Study: Poor Web Design Alienates Customers - by Jennifer LeClaire
"Unless the first impression is favorable, visitors will be out of your site before they even know that you might be offering more than your competitors," said Dr. Gitte Lindgaard of Carleton University. (Added: 23-Jan-2006 Hits: 761 )
Heuristic Evaluation for a Usable Web Site - by n/a
How usable is your web site? If your web site is a user interface for your e-business, then you understand that how well your customers can navigate your site is a huge component of customer service. Within this article you will find ten rules of thumb than you will want to follow for your e-business web site. (Added: 26-Nov-2004 Hits: 764 )
Restaurant Owner Uses Website to Facilitate Reservations, Promote Menu - by n/a
If you are a restaurant owner and are unsure of the benefits of having a presence on the internet, you won't want to miss reading this article. Learn how you can reach many more potential patrons and provide each of them with outstanding customer service before they walk through your doors. This article is especially apt for restaurants with a particular niche market. (Added: 4-Mar-2010 Hits: 362 )
Customer Service : Improving Customer Experience: Usability Testing Is Not Enough - by Bonny Brown
With the right data in hand, both marketers and designers can do their jobs better and work together more effectively to design products and services their customers value and ensure satisfaction with the customer experience. Integrated customer experience research methods are a critical tool every business needs to win high-value customers and keep them coming back. (Added: 23-Jan-2006 Hits: 713 )
Nordstrom.com and Customer Service - by Ron Lieber
Alissa Kozuh of Nordstrom.com tries to understand what customers are looking for by analyzing the words they type into the site's search engine -- all 45,000 of them. (Added: 8-Mar-2005 Hits: 725 )
Study: Satisfaction falling with online consumers - Ecommerce - BizReport - by Kristina Knight
Shoppers may be spending more online during the 2009 holiday season but that doesn't mean etailers are doing their jobs well. According to two recent reports by Foresee Results customer satisfaction is falling amongst online shoppers. Falling satisfaction numbers point to future problems for ecommerce. (Added: 8-Jan-2010 Hits: 295 )
Trust on the Web - How to be Real in a Virtual World - by Paula Gamonal
Business is built on trust. Even the most suspicious cash-only market in a tough neighborhood allows a certain margin of trust. The store owner knows that no matter how many one-way mirrors and video cameras he installs, there is always a chance that a really innovative "customer" will shoplift merchandise rather than pay for it. Just opening his doors every morning and continuing to stock the shelves is an act of faith that more people will buy than steal, allowing him a profit."""Online businesses have specific trust issues.""Probably because of its instantaneous nature, and because of the media reports of instant online millionaires, the Web seems to be filled with get-rich-quick artists, snake oil salesmen and charlatans. Many customers are suspicious of every web site they visit, expecting misinformation, shallow promises, and possibly even dangers to their privacy from cookies and viruses.""How can a business owner create trust in such an environment? (Added: 15-Feb-2005 Hits: 792 )
E-Commerce Customer Service - by Mary Hillbrand
The focus of this article is to caution e-business owners that poor customer service from one e-business site can spell failure for other e-businesses regardless of the product being sold. Find out more about this spreading concern and how to set your internet business apart from others. (Added: 25-Nov-2004 Hits: 1364 )
Customer Loyalty Versus Self-Service - by Jack Aronson
There's a trend in customer experience that goes against customer loyalty: self-service devoid of human interaction. Online customers are used to self-service, because the entire online shopping experience is based on this concept. Offline customers are just starting to see self-service kiosks across all major industries. (Added: 24-May-2005 Hits: 671 )
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Christmas is Coming. Do You Know How To Deal With the Hot, Frustrated, Irate Customers?
If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient, and Cool As A Cucumber.
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Lisa S. In California: Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool.