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.
表中的内容
Introduction.
1 The Art of Customer Service.
2 Quality Real-World, Small-Business Customer Service.
3 Using Your Web Site to Connect with Your Customer.
4 Developing a Blog to Engage Customers.
5 Connecting with Your Customers Where They Play.
6 Microblogging for Service, Fun, and Profit.
7 Checking Out Where Customers Review Your Business.
8 Knowing Your Customers’ Expectations: How to Connect.
9 Platforms to Enhance the Experience.
10 Engaging Your Employees as Brand Ambassadors.
11 Pioneers of Online Community: How They Did It.
12 Small-Business Examples: How They Did It Right.
13 Lessons from Big Business: Leaders in Customer Service.
Index.
关于作者
Marsha Collier (www.marshacollier.com) is an online business authority, retail expert, radio personality, and bestselling author who trains individuals to make money online. She launched an e Bay business in the early days of the site, becoming one of the world’s forecast e Bay entrepreneurs and a charter member o e Bay’s elite ‘Power Sellers’ since 1998. The author of several bestselling For Dummies titles, she has built a following and has become an in-demand public speaker and media spokesperson.
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