Anytime, Anywhere: How the Best Bricks-and-clicks Businesses Deliver Seamless Service to Their Customers Book

Anytime, Anywhere is an essential resource for any business whose success depends on delighting customers and enticing them back for more. As best-selling author and customer service expert Robert Spector convincingly argues in Anytime, Anywhere, "...it's all one business. Web site. Mail-order catalog. Telephone. Brick-and-mortar store. The customer will choose the channel. The challenge for companies is to deliver a consistent multichannel customer service experience." In Anytime, Anywhere Spector showcases the pioneering efforts of over a dozen companies who never stopped focusing on the customer, and 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 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 colorful, 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 such as newsletters, on-line chats, and cross-channel promotions), Anytime, Anywhere shows any business how to meet, and exceed, the expectations of customers-who are only a mouseclick away from your competitors. In the process, Spector reveals powerful insights for promoting products and services across channels, building customer loyalty, and anticipating such issues as privacy, returns, and customer feedback policies. For anyone committed to building their business around their customers' experiences, Anytime, Anywhere will be an invaluable guide. Read More