It is based on the experience of the top experts in this field and now you can have it, too! This playbook will be your 24/7 assistant that can provide instant training to your customer support reps. Your customer service is the face of your company, so make sure that it looks nice! You need a customer support playbook that will be easily accessible to all your team members at any time they need help. To avoid losing your customers that you spent dollars upon dollars to acquire, you need to set customer service standards that will guarantee the consistency of your business logic and support quality. Why do you need a customer support playbook? Would you like to preserve your customer base and even increase its size? If your answer is yes, then scroll down!Ī. The latest Vonage survey has shown that the top reason why customers decide to switch companies is poor customer service that doesn’t appreciate their time and effort! The ability to check reviews quickly or access the latest news that can be damaging to a company's reputation, has made it easier to switch companies than ever before.Īdditionally, as global markets have become increasingly saturated and online delivery has become more normal than traditional retail, businesses have started competing in delivering excellent customer experience.Ĭustomer service has become a key brand differentiator that impacts your customer retention rate significantly. The company has never implemented the necessary safeguards to prevent e-book piracy and actually has capitalized on it.These days, customers have the power! They are spoiled with countless choices and exposed to multiple sources of information regarding companies’ performance, such as customer reviews. Selling e-books is just another thing that Google does, but is not a core focus. And finally Google, with around a third of Kobo’s sales, making up 1-2% of today’s ebook market - a surprisingly meager showing for the internet giant. Fourth up is Kobo, with about half of Nook’s sales - or maybe 3-4% of the total US market. The Barnes & Noble’s Nook store still remains the 3rd largest ebook retailer with about 7-8% of all US ebook sales. In the US, more than 95% of all consumer ebook purchases - and probably closer to 99% of them - go through just five major ebook retailers. Amazon controls 74% of the US market and Apple’s iBooks store, accounts for roughly 10-12% of US ebook sales. have been told by a number of sources that some new accounts are being created, but they had to arrange a meeting with Google at Digital Book World and Book Expo America and meet with the Google Books team face to face. The swift action Google was referring to was simply to close the Publishers Portal and no new accounts could be made. Additionally, we’re constantly improving our systems to provide a better experience.” We take swift action when we receive a DMCA complaint, which the copyright holder can complete here. The media backlash forced Google to make the following statement a few months later “Google Play takes copyright seriously. Every major newspaper publication started to run with the story, including the New York Times. The fact that Google were not taking any active steps in removing pirated books created a media firestorm. If contacting them doesn’t help, and you believe that this listing violates your rights as a copyright holder, you can file a formal legal complaint and our legal team will review the notice promptly.” As we are not authorized to make changes to a book submitted by a partner through their account, I’d recommend you to contact the publisher directly to request removal of this book. Google has been fairly ambivalent to e-book piracy on their Play Books service and when Dutch publishers trade group started to investigate the issue they were told by Google rep “I checked the link you’ve shared and noticed that the book in question has been submitted to Google Books by dragonletebooks, through their Partner Program account. The Google Play Books publisher submission system has been down for the last eleven months and I have confirmation from a number of sources that it will never be publicly available again. It looks like Google has mostly solved the piracy issue, but it’s coming at a cost. Martin for only a few dollars each, while the legitimate version cost a heck of a lot more. You could buy Fifty Shades of Grey, the whole Harry Potter oeuvre and some work by that Game of Thrones guy, George R.R. Google Play Books experienced a massive piracy problem last year and many unscrupulous individuals were uploading other peoples e-books and making a ton of money.
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