Collier The Ultimate Online Customer Service Guide

How to Connect with your Customers to Sell More!
1. Auflage 2010
ISBN: 978-1-118-00763-1
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 258 Seiten, E-Book

Make your online customers happy--and create newones--with this winning guide
Social media gives you an unparalleled vehicle for connectingand engaging with an unlimited number of customers. Yet thisvehicle is different than other, more impersonal forms. With socialmedia, reps become part of their customers' lives. They followback. They handle complaints immediately. They wish customers"happy birthday." They grow their brands by involving themselves incommunities.
The Ultimate Online Customer Service Guide gives you thekeys to authentic and engaged service to customers through socialmedia. Using a blend of case studies, a primer on classic onlinecustomer service, and instructions on how to execute qualitycustomer service, this book enables you to access the opportunitiesthat social media presents as a means of serving customers.
* Authentically use social media to connect with customers toboost your bottom line
* Attract new customers through your online presence
* Achieve higher GMS (Gross Merchandise Sales) with qualitycustomer service
Social media gives you a new and growing realm to distinguishyour business. Create a productive presence in this interactivespace with The Ultimate Online Customer Service Guide.

Autoren/Hrsg.

Collier, Marsha

Inhaltsverzeichnis

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.

Über Autor(innen)

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 eBay business in the early days of the site, becoming one of the world's forecast eBay entrepreneurs and a charter member o eBay's elite "PowerSellers" 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.