Rating: 
Summary: Excellent source of information
Review: This book is a good one for guiding you how to use the Internet for customer service. It gives details of how to set up a well published site that customers will be ableto easily view and interact with. Well written
Rating: 
Summary: A good look at customer service on the Net.
Review: This is a good basic book to have on Internet customer service. I've been on the Internet side of customer service for 4 years now and find the insight Sterne provides well thought out. Some of the material is dated, as we service now moves at Internet speed.
Rating:
Summary: Biased recommendation -- Jim "gets" it!
Review: [Attention: Bias alert. I've been interviewed in this book,
and my company was highlighted in the case-study, so of
course it would be nice to have it sell as many copies as
possible. At the same time, neither I nor my employer were
compensated for the work, nor did we subsidize its
publication. I just helped out because I thought it was
cool, and to see these ideas reach print.]
When I first met and corresponded with Jim Sterne, I realized
he "got it" when it came to the Internet and the World
Wide Web. Beyond the "hype" of hyperspace -- Jim understands
the issues from the technical, to the economical and practical.
His works often revolves around why some sites and businesses
work and others don't.
Jim interviewed me for a case study in Chapter 8 of the book,
"Cisco Systems -- A Case Study". He worked for weeks reviewing
the site, researching Cisco's history and our use of electronic
service to scale our business. He also interviewed Cisco
customers by email to see if it worked as well for them as
we Web-heads might sometimes claim. I was thoroughly impressed
by his thoroughness of study and insight into our business.
I was delighted to see the subject treated realistically,
without either extreme pie-in-the-sky Futurist or darkly
Orwellian sensationalist views of many in the media.
Instead, Jim has created a practical guide for how the Web
can and is being used for business, especially to provide
outstanding customer services. Like his previous book,
"World Wide Web Marketing", this is a great treatise for
those interested in incorporating or expanding their
Internet-based customer service offerings.
I was pleased to be associated with the book's publication,
and wanted to wish Jim Sterne and his publisher
John Wiley & Sons, Inc. great success with it.
At your service!
-Peter Corless.
Content Manager
Software Library
Cisco Connection Online
http://www.cisco.com
pcorless@cisco.com
p.s. For those who have the book, and are wondering how fast
the Web is growing, look at the stats on page 273.
At that time (Mar 96), Cisco Connection Online had
28,000 registered customers and 130,000 visits a month.
This past month (Sept 96), we had 45,000 registered
customers and 300,000+ visits a month. (A single "visit"
consists of all the pages downloaded by the same
individual in a 24-hour period, not just "page hits".)
That's a whole lot of growth! The good news is,
Cisco Connection Online is growing and scaling just
as the book says. The principles and philosophies behind
Internet business and Web site design are the key to
what you can find in the book. With the Internet, that's
key, because the technologies are often changing, and
the numbers will continue to grow over the next years.
p.p.s. Enjoy!
--This text refers to an out of print or unavailable edition of this title
Rating:
Summary: Biased recommendation -- Jim "gets" it!
Review: [Attention: Bias alert. I've been interviewed in this book,and my company was highlighted in the case-study, so ofcourse it would be nice to have it sell as many copies as possible. At the same time, neither I nor my employer were compensated for the work, nor did we subsidize its publication. I just helped out because I thought it was cool, and to see these ideas reach print.] When I first met and corresponded with Jim Sterne, I realized he "got it" when it came to the Internet and the World Wide Web. Beyond the "hype" of hyperspace -- Jim understands the issues from the technical, to the economical and practical. His works often revolves around why some sites and businesses work and others don't. Jim interviewed me for a case study in Chapter 8 of the book, "Cisco Systems -- A Case Study". He worked for weeks reviewing the site, researching Cisco's history and our use of electronic service to scale our business. He also interviewed Cisco customers by email to see if it worked as well for them as we Web-heads might sometimes claim. I was thoroughly impressed by his thoroughness of study and insight into our business. I was delighted to see the subject treated realistically, without either extreme pie-in-the-sky Futurist or darkly Orwellian sensationalist views of many in the media. Instead, Jim has created a practical guide for how the Web can and is being used for business, especially to provide outstanding customer services. Like his previous book, "World Wide Web Marketing", this is a great treatise for those interested in incorporating or expanding their Internet-based customer service offerings. I was pleased to be associated with the book's publication, and wanted to wish Jim Sterne and his publisher John Wiley & Sons, Inc. great success with it. At your service! -Peter Corless.
Content Manager
Software Library
Cisco Connection Online
http://www.cisco.com
pcorless@cisco.com p.s. For those who have the book, and are wondering how fast the Web is growing, look at the stats on page 273. At that time (Mar 96), Cisco Connection Online had 28,000 registered customers and 130,000 visits a month. This past month (Sept 96), we had 45,000 registered customers and 300,000+ visits a month. (A single "visit" consists of all the pages downloaded by the same individual in a 24-hour period, not just "page hits".) That's a whole lot of growth! The good news is, Cisco Connection Online is growing and scaling just as the book says. The principles and philosophies behind Internet business and Web site design are the key to what you can find in the book. With the Internet, that's key, because the technologies are often changing, and the numbers will continue to grow over the next years. p.p.s. Enjoy!
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