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...

The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It's about four distinct categories of service professionals -- the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a...