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"The Insiders Guide to Delighting the Internet Age Customer"
by Greg Gianforte - CEO and Founder, RightNow Technologies
How Today's Most Successful Marketing Managers Out-Service Their Competition Online
Customer satisfaction has always been important. But times have changed. In the Internet Age, customer retention has become more difficult. It's easier than ever for customer who don't receive good service to switch to a competitor. All it takes is a clic of the mouse.
The quality of customer service is one of a small set of competitive differentiators not diminished by the Internet. In fact, with the disappearance of many other factors, quality customer service is one of the few remaining factors businesses can count on to beat their competition.
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