The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More!

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The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More!

Format:  Hardcover,

252 pages

Publisher: John Wiley & Sons Inc

Publish Date: Jan 2011

ISBN-13: 9780470637708

ISBN-10: 0470637706

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Book Information

The following content was provided by the publisher.
Make your online customers happy--and create new ones--with this winning guide

Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.

"The Ultimate Online Customer Service Guide" gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, 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.Authentically use social media to connect with customers to boost your bottom lineAttract new customers through your online presenceAchieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with "The Ultimate Online Customer Service Guide."

Specifications

Author:
Publisher: John Wiley & Sons Inc
Publish Date: Jan 2011
ISBN-13: 9780470637708
ISBN-10: 0470637706
Format: Hardcover
Number of Pages: 252
Shipping Weight (in pounds): 0.96
Product in Inches (L x W x H): 6.36 x 0.94 x 9.1
Walmart No.: 9780470637708

Chapter outline

Introductionp. 1
The Art of Customer Servicep. 13
Quality Real-World, Small-Business Customer Servicep. 29
Using Your Web Site to Connect with Your Customerp. 47
Developing a Blog to Engage Customersp. 61
Connecting with Your Customers Where They Playp. 71
Microblogging for Service, Fun, and Profitp. 85
Checking Out Where Customers Review Your Businessp. 109
Knowing Your Customers' Expectations: How to Connectp. 119
Platforms to Enhance the Experiencep. 145
Engaging Your Employees as Brand Ambassadorsp. 169
Pioneers of Online Community: How They Did Itp. 187
Small-Business Examples: How They Did It Rightp. 205
Lessons from Big Business: Leaders in Customer Servicep. 221
Indexp. 245

Book description

Make your online customers happy—and create new ones—with this winning guide

Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday". They grow their brands by involving themselves in communities.

The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media.

Using a blend of case studies, a primer on classic online customer service, 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.

  • Authentically use social media to connect with customers to boost your bottom line
  • Attract new customers through your online presence
  • Achieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

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