December 1, 2000

Jack Covert Selects: Jack Covert Selects - e-Service

By: 800-CEO-READ @ 6:42 PM – Filed under: Management & Workplace Culture

e-Service: 24 Ways to Keep Your Customers - When the Competition is Just a Click Away by Ron Zemke and Tom Connellan, AMACOM Books, 320 Pages, $25.00 Hardcover, October 2000, ISBN 0814406068
"e" anything is obviously the latest trend in business books. As in all trends there are leaders and there are followers. Ron Zemke and Ton Connellan have shown by this book that they are serious leaders. This book stands out from the crowd in many ways and I will show you just a few of those ways. The authors really give specific suggestions. I am sending five copies to our Web designers because the authors supply ideas that can be implemented immediately. As an example, most other web sites and we have an email address for questions. The authors claim, and I agree that nobody believes that anybody will reply quickly at that email address. I have tried that address on other sites and it has taken a week for a reply. By tomorrow our generic web address become Simple change but our visitors now know they are, at least, connecting to a real person. The book has pages and pages of that kind of immediately useful idea. Another thing that makes this book stand out is the books design features. For example, at the end of the book that authors have a "Browser's Guide" which is a 15-page synopsis of the book. It contains one-sentence syntheses of the key points and then the page number where you can find added information. As a book person, I should look down my nose at this, much like I am supposed to look down my nose at Cliff Notes. As a business person, I think this is a real slick way of skimming the cream off the top of this book. If you are doing any e-business, whether large or small, this is a great book for new ways of looking at issues.