Customer Service: New Rules for a Social Media World (Paperback)Peter Shankman (author)
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Use Social and Viral Technologies to Supercharge your Customer Service!
Using social media, you can deliver amazing customer service-and generate an army of fans who'll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that-without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online-and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how-step-by-step, right now!
You'll learn how to:
* Organize a small, powerful social media team on a tight budget
* Listen to what your customers, advisors, and markets are really saying
* Make prospects feel like rock stars from the moment they find you
* Choose online media that make the most sense for you
* Avoid wasting time with platforms that won't help you
* Earn your customer's loyalty, trust, and credibility
* Learn from other companies' viral "disasters"
* Rebuild your credibility after you've taken a public "hit" online
* Make sure everyone hears your customers when they compliment you
* Capture all your customer knowledge-and use it in real time
* Keep people talking-and not just about you
Publisher: Pearson Education (US)
Number of pages: 208
Weight: 290 g
Dimensions: 228 x 161 x 12 mm
"As a major voice in the travel space, I'm no stranger to poor customer service-and how to fix it. Peter has proven multiple times that it's the little things you do before the meltdown occurs that will save your company. I encourage anyone working with clients or customers to read this book-multiple times!"
National Geographic Traveler
"I've always said the three most important things in business are customer service, customer service, and customer service. Now I'll add a fourth-read this book!"
Speaker, business consultant, and author of
Rock to the Top:What I Learned about Success from the World's Greatest Rock Stars
"There is no question that customer service and, even more, customer perception can make or break your business. I am glad that social media uber-guru Peter Shankman has finally deigned to share his secrets with the rest of us. This book belongs in every businessperson's library. It's in mine!"
Retired NASA pilot and author of Specific Impulse
"Peter's a buzzsaw of ideas. The big risk is that your head will explode before you implement this all. The beauty of a book is that you can read it slowly. Peter's mind moves so fast that, were you to receive these ideas in person, you couldn't possibly write fast enough to keep up."
President, Human Business Works, and publisher
"Peter Shankman gets his kicks jumping out of perfectly good airplanes. As it turns out, that avocation may be an apt analogy for the world of social media. It is rising up to meet you-fast-and if you don't pull the `tweet' chord in time, you are destined to crater. Shankman offers a compelling, engaging, humorous checklist of do's and don'ts for those who are still in a freefall-a bit dazed-wondering what happened to all the tried-and-true rules of advertising, marketing, and PR. Shankman knows the answer, and he can barely contain his enthusiasm in sharing his insights. He is a leading social networking evangelizer-that is why so many blue-chip companies seek him out. And that is why I selected him to be on the NASA Advisory Council Education and Public Outreach Committee. His advice is not rocket science, but it isn't always what you might predict. As skydivers like to say, you'll be fine so long as you don't do anything stupid. Read this book and you will know how to be smart-in 140 characters or less!"
formerly of CNN
"I'll give you my favorite piece of advice from Peter right here: don't have a goal of making something viral. Make it good, and it will go viral. Peter shares my belief: don't treat your customers well after something has gone wrong. Treat them well at every interaction."
President & CEO