TABLE OF CONTENTS Technology: The knack of so arranging the world that we need not experience it.
Max Frisch, Homo Faber
Good customer service equals good customer retention and good word of mouth.
The explosion of e-commerce transactions brings tremendous opportunity to all kinds of businesses. The Web has attracted both entrepreneurs looking for a new business model and established brick-and-mortars seeking an opportunity to grow their revenues and to expand their customer base through this compelling online sales channel.
Yet, all e-commerce businesses need to differentiate themselves from the competition. That presents a daunting challenge to most online enterprises; especially those just entering the e-commerce arena. The smart businesses realize that at least part of the differentiation will come from the quality of service they offer their customers.
The successful e-commerce business will adopt good customer service strategies that allow them to build customer loyalty, fulfill a broader range of customer needs, and increase the effectiveness of their sales and services.
Look at customer service like this: Every contact a customer has with an e-commerce business, its employees, website, help desk, call or contact center, or other business-related services, influences that person s perception of that business online and offline.
The technologies that the Web brings to the forefront present a unique opportunity to create and nurture a special one-on-one relationship with every customer. This is why providing exceptional customer service is the best marketing tool a website has.
