Author: John Tschohl
Publisher:  Best Sellers Publishing – 199 pages (published in 2001)
Book Review by: Sonu Chandiram

Last year, 53.6 percent of the world’s population of 7.75 billion people had Internet access, according to the International Telecommunication Union. That amounts to more than 4.15 billion people. We expect that number to grow rapidly, and we believe that in the not-too- distant future, possibly nine of every 10 people on Earth will have such access.

Total world gross domestic product or GDP was over $87 trillion in 2019, according to the International Monetary Fund. But GDP is a measure of total production of goods and services.

So what was the total spending worldwide? Global spending was about $3.5 trillion. Of this, 14.1 percent of the spending was done online, amounting to $493.5 billion, according to Statista.

So how can your company get a slice of that humongous pie? John Tschohl tells you how in this book


  1. No Business Can Afford to Stay on the Sidelines
  2. It’s e-Business – or out of Business!
  3. Attract and Keep High-Performing Employees
  4. Cutting Costs to Survive
  5. e-Service Role Models
  6. The Extinction of Geographic Boundaries
  7. Speed, Price, and Service
  8. A New Breed of e-CEOs
  9. The Service Strategy
  10. Cannibalize Yourself: An Internet Defense Strategy
  11. Empowering an e-Service Workforce
  12. This Is Supposed to be a Service Society, So Where’s the Service?
  13. Create a Service Culture
  14. Service Recovery: Take a Customer From Hell to Heaven in 60 Seconds

“As I go about my business each day, I’m constantly amazed by how much I use the Internet to do that business. Whether it’s e-mailing clients, ordering a book, checking insurance rates, or trading stocks, I’m spending more and more of my time in cyberspace,” John Tschohl writes in the Introduction to this book.

Then he points out: “In the process, I’m finding out that e-service is deplorable, almost as deplorable as service in traditional companies. Websites are not easily navigable, e-mail inquiries go unanswered, and I’m left with no option to make contact by telephone or fax.”

Tschohl then makes the main point of this book: “Most businesses think that they’re in the manufacturing, banking, retail or travel business. What they fail to realize – and what ultimately be their undoing – is that no matter what it is they are selling, their real business is selling (emphasis mine).

In today’s Covid-19-captured world, most communication (and ultimately, selling) has gone online. So in order to become a better company owner or company employee, the importance of placing customer service at the very front of your occupation cannot be overemphasize. Get this book to learn how.