Index

 

access for customers with disabilities

auditory, 136, 137

physical, 135–136, 137–138

visual, 122, 136–138

advertising, on the Internet, 128, 140

alignment, of leaders, 103

alt tags, 122, 137

Amazon.com, 11, 22, 125–127

Anderson, Chris, 115

anticipatory customer service, 5–6, 59–83, 133–134

benchmarking in, 67–68

dashboard concept in, 78–79

efficient processes in, 68–70, 72

emotional attachments in, 71–72

information about customer experience, 75–79

Internet and, 73–78

Lean Manufacturing methodology, 72

looking for defects/defective situations, 62–65

process-based solutions, 79–83

protective customer bubble and, 54, 96, 97–98

reactive customer service versus, 4–5

reducing waste to add value, 66–68

repetition strategy, 125–127

thinking ...

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