Make your online customers happy — and create new ones
with this winning guide!
with this winning guide!
After writing over 30 successful books on ecommerce, I learned there is nothing 'common" about the customer. Customers are the soul of business. Social media gives an unparalleled vehicle for connecting and engaging with an unlimited number of prospective buyers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They handle complaints immediately. They grow their brands by involving themselves in communities.
My experience in retail, then ecommerce and eBay for the past 14 years shows me that 21st century marketing, based on community is the most efficient way to grow your customer base. As co-founder of Twitter's highly successful #custserv chat, I have seen companies who do it right - and those who don't.
The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of traditional and social media customer service case studies, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.
I look forward to help you build your business online! Here's what the experts have to say:
Kathy Ireland, CEO and Chief Designer, kathy ireland Worldwide:
Chris Brogan, President New Marketing Labs:
"Customer service is no longer a cost center. It's an opportunity. Marsha Collier gives you a first stab at getting it right."
Brian Solis, Author of Engage, the complete guide for building and measuring success in the social web
"Marsha brings to light an often overlooked perspective in business, the voice and experiences of the customer. In a world where customers are the new influencers, this book is your guide to embracing empathy and new opportunities."
Frank Eliason, Senior Vice President Citi, former @ComcastCares
"Social media and the economy has changed the game for Customer Service for companies large and small. In this book Marsha provides the tactics and know-how to take your business to the next level."
Jordy Leiser, CEO of STELLAService, The Authority for Online Customer Service"
"Everyone has a product, but customer service is where the rubber meets the road. Today's fastest growing companies go out of their way to offer exceptional service and connect with consumers through a first-rate online customer experience. As one of the world's sharpest minds in social media and online service, Marsha Collier is a must read for anyone serious about growing a business in the age of the digital consumer."