Customer Service (eBook)

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 companiesActionable insights based on what's really happening right now - not yesterday's news or academic theoryHow 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.

---

Use Social and Viral Technologies to Supercharge your Customer Service! Using social media, you can deliver amazing customer service-and generate an army of fans who'll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that-without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online-and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how-step-by-step, right now! You'll learn how to: * Organize a small, powerful social media team on a tight budget * Listen to what your customers, advisors, and markets are really saying * Make prospects feel like rock stars from the moment they find you * Choose online media that make the most sense for you * Avoid wasting time with platforms that won't help you * Earn your customer's loyalty, trust, and credibility * Learn from other companies' viral "e;disasters"e; * Rebuild your credibility after you've taken a public "e;hit"e; online * Make sure everyone hears your customers when they compliment you * Capture all your customer knowledge-and use it in real time * Keep people talking-and not just about you