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Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Micah Solomon, Leonardo Inghilleri

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CHAPTER TENBuilding Customer Loyalty Online

Using the Internet’s Power to Serve Your Customers and Your Goals

The Internet is the revolutionary structure of our time, not least in its potential to supercharge customer service. This is true for small businesses as well as large now that, as Chris Anderson, editor of Wired says, bandwidth, storage, and processing are becoming too cheap to meter.1

But don’t imagine that the Internet is your guaranteed ally. Many otherwise superb customer-oriented enterprises have marred their reputations by letting the Internet ride them instead of saddling its power. How do you harness the power of the Internet to benefit your customers and your business?

The Internet’s Double Edge

We recommend focusing on two ...

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