Customer Service: Books

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Here are some books about customer service:

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Shit I Can't Remember Internet Address & Password Logbook: Premium Alphabetical Organizer To Protect Usernames and Passwords (Pink Pastel Floral)
By MSquared Designs

Independently published
Paperback (105 pages)

Shit I Can t Remember Internet Address & Password Logbook: Premium Alphabetical Organizer To Protect Usernames and Passwords (Pink Pastel Floral)
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Product Description:

Store all your websites, usernames and passwords, as well as a wealth of other computer-related information in one handy place with this Internet Password Organizer! Now you can log into your favorite social media sites, pay your bills, review your credit card statements, and shop at your favorite online stores, quickly and effortlessly. Never forget a password again!

Features:

  • Alphabetically organized pages
  • Discreet cover design
  • 110 pages
  • Compact Yet Spacious Size 6” x 9” pages
Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
By Dan Gingiss

CreateSpace Independent Publishing Platform
Paperback (183 pages)

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
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This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.

Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.”

Learn how to:

  • navigate social media’s growing role in the overall customer experience
  • develop your own Social Customer Care Philosophy
  • decide which technology provider fits with your company
  • recruit and train a stellar team of social customer service agents
  • establish a scalable process, including crisis management and proactive customer service
  • integrate Social Customer Care with the rest of your business

Gingiss gives you an invaluable glimpse at how top brands are “winning” at customer service in social media, and provides the tools for you to do the same at your company.

This Is Service Design Doing: Applying Service Design Thinking in the Real World
By Marc Stickdorn & Adam Lawrence

O'Reilly Media
Paperback (541 pages)

This Is Service Design Doing: Applying Service Design Thinking in the Real World
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  • O Reilly Media
Product Description:

How can you establish a customer-centric culture in an organization? This is the first comprehensive book on how to actually do service design to improve the quality and the interaction between service providers and customers. You’ll learn specific facilitation guidelines on how to run workshops, perform all of the main service design methods, implement concepts in reality, and embed service design successfully in an organization.

Great customer experience needs a common language across disciplines to break down silos within an organization. This book provides a consistent model for accomplishing this and offers hands-on descriptions of every single step, tool, and method used. You’ll be able to focus on your customers and iteratively improve their experience.

Move from theory to practice and build sustainable business success.

User Research: A Practical Guide to Designing Better Products and Services
By Stephanie Marsh

Kogan Page
Released: 2018-03-28
Paperback (288 pages)

User Research: A Practical Guide to Designing Better Products and Services
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Product Description:

Many businesses are based on creating desirable experiences, products and services for users. However in spite of this, companies often fail to consider the end user - the customer - in their planning and development processes. As a result, organizations find themselves spending huge sums of money creating products and services that, quite simply, don't work. User experience research, also known as UX research, focuses on understanding user behaviours, needs and motivations through a range of observational techniques, task analysis and other methodologies.

User Research is a practical guide that shows readers how to use the vast array of user research methods available. Covering all the key research methods including face-to-face user testing, card sorting, surveys, A/B testing and many more, the book gives expert insight into the nuances, advantages and disadvantages of each, while also providing guidance on how to interpret, analyze and share the data once it has been obtained.

Ultimately, User Research is about putting natural powers of observation and conversation to use in a specific way. The book isn't bogged down with small, specific, technical detail - rather, it explores the fundamentals of user research, which remain true regardless of the context in which they are applied. As such, the tools and frameworks given here can be used in any sector or industry, to improve any part of the customer journey and experience; whether that means improving software, websites, customer services, products, packaging or more.

The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand out From The Crowd
By Allan Dib

Page Two
Paperback (228 pages)

The 1-Page Marketing Plan: Get New Customers, Make More Money, And Stand out From The Crowd
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WARNING: Do Not Read This Book If You Hate Money

To build a successful business, you need to stop doing random acts of marketing and start following a reliable plan for rapid business growth. Traditionally, creating a marketing plan has been a difficult and time-consuming process, which is why it often doesn’t get done.

In The 1-Page Marketing Plan, serial entrepreneur and rebellious marketer Allan Dib reveals a marketing implementation breakthrough that makes creating a marketing plan simple and fast. It’s literally a single page, divided up into nine squares. With it, you’ll be able to map out your own sophisticated marketing plan and go from zero to marketing hero.

Whether you’re just starting out or are an experienced entrepreneur, The 1-Page Marketing Plan is the easiest and fastest way to create a marketing plan that will propel your business growth.

In this groundbreaking new book you’ll discover:
• How to get new customers, clients or patients and how to make more profit from existing ones.
• Why “big business” style marketing could kill your business and strategies that actually work for small and medium-sized businesses.
• How to close sales without being pushy, needy, or obnoxious while turning the tables and having prospects begging you to take their money.
• A simple step-by-step process for creating your own personalized marketing plan that is literally one page. Simply follow along and fill in each of the nine squares that make up your own 1-Page Marketing Plan.
• How to annihilate competitors and make yourself the only logical choice.
• How to get amazing results on a small budget using the secrets of direct response marketing.
• How to charge high prices for your products and services and have customers actually thank you for it.
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
By Nicholas Webb

Amacom
Released: 2016-10-13
Hardcover (256 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
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  • Amacom
Product Description:
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers are and what they care about• Use listening posts and Contact Point Innovation to refine customer types• Engineer experiences for each micromarket that are not only exceptional, but insanely relevant• Connect across the five most important touchpoints• Co-create with your customers• And more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
By Micah Solomon

AMACOM
Released: 2012-05-23
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .
"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
HONORS RECEIVED:
-SETH GODIN's "Must-Read Reading List,"Late Spring 2012 
-CIO Magazine: "Must-read, Summer 2012"
-Readitfor.me:"The 8 new business books you need to read NOW"
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Description: In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.

Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:

* Six major customer trends and what they mean for your business
* Eight unbreakable rules for social media customer service
* How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
* The rising power of self-service--and how to design it properly
* How to build a company culture that breeds stellar customer service 


High-Tech, High-Touch Customer Service
reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off. 


About the Author

"A new guru of customer service excellence is Micah Solomon."-- The Financial Post

MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.
eCommerce Best Practices - How to market, sell, and service customers with internet technologies
By Thomas M McFadyen

McFadyen Solutions
Paperback (366 pages)

eCommerce Best Practices - How to market, sell, and service customers with internet technologies
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The eCommerce market is getting crowded. Thousands of organizations put up a shopping cart for about $20 per month, but a few dozen exceed a billion dollars per year of eCommerce revenue. In this increasingly competitive eCommerce market the best practices separate the highly profitable, high growth businesses from masses. This book provides tools for organizations at different points along the rapidly evolving eCommerce spectrum. eCommerce Best Practices compiles valuable lessons learned by the professionals at McFadyen Solutions who have implemented over 100 large-scale eCommerce sites over past decade. Many of these sites have over 1,000,000 SKU s, 1,000,000 users, 1,000,000 dollars/day sales, 1,000,000 order-items shipped per day, and 1,000,000 web assets under management.
Chatbots & AI im Customer Service (German Edition)
By Harald Henn, Andreas Klug, Detlev Artelt & Philipp Wolf

Released: 2020-01-24
Kindle Edition

Chatbots & AI im Customer Service (German Edition)
 
Product Description:
Mit dem ebook Chatbots und AI im Customer Service wollen wir Ihnen eine Orientierungshilfe geben. Wir wollen Ihnen helfen, diese Technologie im Customer Service richtig einzuordnen.

Die Autoren zeigen die relevanten Trends in den Technologien wie auch Einsatzbereiche auf. Sie erläutern Ihnen, welche Rolle Chatbots und AI im Customer Service spielen können und wo die Grenzen liegen. Und wie man Projekte plant und erfolgreich umsetzt. Dies immer vor dem Hintergrund der aktuellen Kundenerwartungen an die Kommunikation.

Die Entwicklung dieser neuer Technologien – AI, Chatbots – verläuft mit einer enormen Dynamik. Die Entscheider in den Customer Service Organisationen stehen vor der Herausforderung, zukunftsweisende Entscheidungen – insbesondere in der IT-Landschaft – in einem komplexen Umfeld treffen zu müssen. Dabei stehen Sie vor großen Herausforderungen:

Rasch wachsende, unübersichtliche Anzahl von neuen Anbietern und start-ups
Verwirrende Begriffsvielfalt (NLP, AI, NLU, Deep Learning, Machine Learning, Chatbot-Plattformen,…)
Geringes Know-how zu Auswahlkriterien, Projekt-Vorgehensweisen, organisatorischer Verankerung der neuen Technologien
Verunsicherung bei Kosten-Nutzen Betrachtung
Genau hier setzt das ebook Chatbots und AI im Customer Service an. Es bietet:

Fachbeiträge zu Einsatz, Nutzen und Projektierung von Chatbots und AI im Customer Service
Trends und Entwicklungen im Markt
Vorstellung und Erläuterung der Technologien
Firmenportraits von relevanten Anbietern im deutschen Markt


   

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