The article highlights the significance of superior shopping and post-purchase experiences for retaining ecommerce customers. It recommends nine books by various experts that offer insights, strategies, and inspiration for achieving customer-service excellence. This includes frameworks for customer engagement, transforming service cultures, and using technology effectively. Among the authors are retail consultants and customer service specialists who share case studies and practical recommendations for not only retaining customers but also turning them into lifelong fans through exceptional service and support.
"Offering exceptional customer service doesn't eliminate dissatisfied and complaining customers. With the right approach, these experiences can actually drive improvements and loyalty."
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