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Developing an e-Service Strategy to Meet the Needs of Customers

It is no quick and easy matter to implement service excellence online, but over the past few years, some of our favourite online bookshops, retailers, and the like have shown the way in making e-service a pleasurable experience for customers. Now that e-service—the delivery of business services to customers via the Internet—is commonplace, organisations need to review whether they have an appropriate strategy for... read more