Customer Service: New Rules for a Social Media World

by Peter Shankman

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 • 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 “disasters” • Rebuild your credibility after you’ve taken a public “hit” 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

Genres: Business

208 pages, Paperback

First published November 29, 2010

Reviews

[Alina Stepan · Rating 3 out of 5]

Although there is good B2C advice in this book, the author is too full of himself and some of the secrets and tips are too old already. Nice read, but nothing special.

[Tami · Rating 5 out of 5]

Twenty years ago, if you had a bad experience at a restaurant or with a certain product, you told your friends and family members. That particular company may have lost a few potential customers in the process but they were blissfully ignorant of that fact. Unless you also sent them a scathing letter, they probably didn’t even know the incident occurred.

Today, everyone tweets. If your company messes up, someone will undoubtedly tweet about it. They may even provide video. In a few minutes, that piece of information gets retweeted and passed on to anyone with access to the Internet.

This is happening, everyday. Of course, you can choose to stay blissfully ignorant or you can find out what people are saying or you can use this information to make things right. If you want to understand social media and how it can help you help your customers, Customer Service is a good resource. This book not only shows you where you should be looking for your customer’s comments but also what you should be looking for. Not all complaints should be treated equally. Each require a different level of attention and some even require a bit of finesse.

[Marc Bowers · Rating 5 out of 5]

This is an excellent book by Peter Shankman. If your company is thinking about putting out a social media plan, currently has one in place and has had it for awhile this is a MUST read book.

This book presents a lot of great ideas for your social media plan. Peter also lets you know how to do it right and make sure you are engaging your customers through all social media outlets.

[Michele Neylon · Rating 5 out of 5]

I'd recommend this to anyone who runs a customer facing business where the customers are online (ie. just about everyone)