How the Best Bricks-and Clicks Businesses Deliver Seamless Service to Their Customers
Robert Spector predicted the ascendance of the omnichannel consumer experience and profiles the successes and missteps of the early adapters.
“Spector does the seemingly impossible: explains how to align the channels of your business. This book will enable you to provide the highest level of customer service.”
-Guy Kawasaki, Marketing specialist, venture capitalist and author of Rules for Revolutionaries.
In Anytime, Anywhere, Robert Spector showcases the pioneering efforts of a dozen companies who are now increasing market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell’s Books to the San Francisco Giants, companies in every industry are discovering that “seamless service”-integrating all elements of the customer experience with consistent messages and execution-offers a competitive edge that technology alone can never achieve.Packed with practical advice and colorful, in-depth stories from the front lines, Anytime, Anywhere shows any business how to meet, and exceed, the expectations of customers through all points of contact.