Customer service : new rules for a social media world

Format:

Book

Author/Creator:

Shankman, Peter, Author.

Language:

English

Subjects (All):

Customer services.

Internet marketing.

Social media.

Online social networks.

Physical Description:

1 online resource (ix, 189 p.) : ill.

Edition:

1st edition

Place of Publication:

[Place of publication not identified] Que Pub 2011

Language Note:

English

System Details:

text file

Summary:

How to use social and viral technologies to supercharge customer service - and avoid disasters along the way The breakthrough guide to leveraging social and viral media - by Peter Shankman, the legendary founder of HARO, one of today's hottest Internet growth companies Actionable insights based on what's really happening right now - not yesterday's news or academic theory How to build customer loyalty, trust, and credibility online - and rebuild it after a customer service catastrophe In this book, legendary online marketer Peter Shankman reveals how to make the most of social and viral media in customer service. Shankman is founder of Help a Reporter Online (HARO), one of the world's fastest-growing online businesses. This book shares everything he learned in founding HARO and other online startups and through his extraordinary 16-year career online. Shankman covers all this, and more: " Getting smarter about social networking every day " Choosing which online media make sense for you - and which you can " Learning from other companies' viral "disasters" " Gaining customer loyalty, trust, and credibility on the web " Rebuilding your credibility after you've taken a public "hit" online " Making sure everyone hears your customers when they compliment you " Capturing all your customer knowledge and using it in real time " Keeping people talking - and not just about you This practical, relentlessly realistic tutorial is designed to engage readers with simple, straight-to-the-point facts and techniques they can understand and immediately apply. As Shankman puts it: "You don't need an army - or a team of 300 social media junkies. Southwest Airlines does it with a few people. Same thing with Comcast. And yes, same thing with HARO." You can, too - and this book will show you how.

Contents:

Putting together a social media team

Examples of how it doesn't work (and what happens)

Before the explosion: winning your customer

Customer service is a way of life

Social media damage control: stopping small problems from becoming big ones

Making customer addicts online: best practices that work!

Keeping the addiction going

Monitoring your successes and failures

Putting it all together: what did we learn?

Notes:

Bibliographic Level Mode of Issuance: Monograph

Description based on publisher supplied metadata and other sources.

ISBN:

9786612917943

9781282917941

1282917943

9780132116978

0132116979

OCLC:

1027190329