The changing landscape of customer service

E-Commerce has caused a shift in how we interact with our customers.  Potential clients navigate our ‘virtual showroom’ online, select products or services, and serve themselves without any input from our sales team. 

The fact of the matter is: despite what the experts say about web-savvy customers being everywhere, companies still lose many customers before they have a chance to perform. 

e-Service Satisfaction Formula

It’s simple: give your customers what they want, when they want it and how they want it.  No problem.  Just hire a fleet of 24/7 sales professionals to jump when I customer needs assistance.  Or you could empower your customers to do it for themselves. 

Craig helps companies understand and leverage the web to create virtual credibility and online customer loyalty.

• The ingredients for a successful self-service program
• Characteristics of buyers
• Help your customers help themselves
• Designing the path of least resistance
• Set yourself apart: creating online distinction
• Personalizing the online buying experience
• Delivering the goods: backend management
• Measuring the success of your e-service program

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