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Customer Service: Books

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Here are some books about customer service:

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Building a StoryBrand: Clarify Your Message So Customers Will Listen
By Donald Miller

HarperCollins
Released: 2017-10-10
Hardcover (240 pages)

Building a StoryBrand: Clarify Your Message So Customers Will Listen
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Product Description:

New York Times bestselling author Donald Miller uses the seven universal elements of powerful stories to teach readers how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller’s StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides readers with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching readers the seven universal story points all humans respond to; the real reason customers make purchases; how to simplify a brand message so people understand it; and how to create the most effective messaging for websites, brochures, and social media. Whether you are the marketing director of a multibillion dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
By Stephen Coscia

CRC Press
Released: 1999-01-11
Paperback (143 pages)

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
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Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;
The Truth About SEO - Search Engine Optimization In 2015: Maximize Your Exposure On The Internet And Attract Your Perfect Customers With Traffic Driving Secrets “They” Don’t Want You To Know About
By Jason "Wally" Waldron

Released: 2015-01-07
Kindle Edition (66 pages)

The Truth About SEO - Search Engine Optimization In 2015: Maximize Your Exposure On The Internet And Attract Your Perfect Customers With Traffic Driving Secrets “They” Don’t Want You To Know About
 
Product Description:
The State of Search Engine Optimization (SEO) In 2015

These are dangerous and confusing times for website owners looking to get more traffic from Google. The rules of the game have changed. What used to work well, doesn’t work at all anymore. In fact, by following outdated SEO strategies and tactics, you might destroy your traffic and your business.

From the threat of being Banned by Google, becoming INVISIBLE to your customers overnight, losing all of your traffic and getting pummeled by Panda, Penguin, Hummingbird and whatever animal Google throws at you next…

Today, there is massive confusion and multiple buzzwords being thrown around by a confused marketing industry – words like “Content Marketing” and promises that “SEO is dead” find their ways into the headlines on a daily basis. Make no mistake – the danger of losing your hard won traffic and access to valuable website visitors is real, and it isn’t going away.

The threat is real, immediate, and profound – and in this report we’re going to talk about the unknown GAMBLE and Risk involved when operating in today’s modern SEO environment. If you’ve been using outdated SEO tactics, you’ve likely noticed a massive drop in your website traffic.

My bold promise to you: By investing just a few short minutes in reading this valuable book, you’ll discover multiple, proven step by step strategies that you can apply… and see positive results in your website traffic virtually overnight.

You will also discover one specific strategy that you can use exactly as I describe it to you. It’s likely something you’ve NEVER heard of before. And I guarantee you that in 27 days or less, you can use it to get highly qualified leads flowing to your website – leading to additional sales.

We’re going to talk about how you can avoid losing all of your website traffic – and what to do if you have been slapped or banned by Google and you’re seeing a huge dip in traffic.

We’re going to talk about the specifics of what you need to know to cut through the confusion and misinformation, ensuring you don’t lose your business you’ve worked so hard for.

Additionally, I'll show you how it is still possible to achieve a number one ranking on Google’s search engine results, where your customers are looking for you right now. However, it’s not how it used to be, the game has truly changed forever…and we'll go over the new rules of the game.

Read this book and you’ll discover:

- How to avoid four common Search Engine Optimization myths that are hurting your ranking if you believe them.
- 8 costly misconceptions about using SEO to drive traffic to your website.
- From SEO to Content Marketing - a guide to the trends, buzzwords, and confusion that's keeping you invisible to your customers.
- Which organic traffic driving methods work best - now, and in the future (including how to increase your website traffic and avoid being negatively affected by Panda, Penguin & Hummingbird updates while your competitors are scrambling to keep up).
- The 7 deadly secrets about the SEO and Content Marketing industry.
- 8 mistakes to avoid when choosing an SEO consultant.
- 4 steps to ranking higher on Google.

This guide was written to help you better understand the current environment of Search Engine Optimization. Now, with this information you can make informed, intelligent decisions about your SEO in 2015 and beyond.
Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity
By Avinash Kaushik

Avinash Kaushik
Paperback (475 pages)

Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity
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  • Web Analytics 2 0 The Art of Online Accountability and Science of Customer Centricity
Product Description:
Adeptly address today’s business challenges with this powerful new book from web analytics thought leader Avinash Kaushik. Web Analytics 2.0 presents a new framework that will permanently change how you think about analytics. It provides specific recommendations for creating an actionable strategy, applying analytical techniques correctly, solving challenges such as measuring social media and multichannel campaigns, achieving optimal success by leveraging experimentation, and employing tactics for truly listening to your customers. The book will help your organization become more data driven while you become a super analysis ninja!

Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

The Nix
By Nathan Hill

Nathan Hill
Released: 2017-05-02
Paperback (752 pages)

The Nix
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  • The Nix
Product Description:
New York Times 2016 Notable Book
Entertainment Weekly's #1 Book of the Year
Washington Post 2016 Notable Book
Slate Top Ten Book


Nathan Hill is a maestro.” —John Irving 

It’s 2011, and Samuel Andresen-Anderson hasn’t seen his mother, Faye, in decades—not since she abandoned the family when he was a boy. Now she’s reappeared, having committed an absurd crime that electrifies the nightly news and inflames a politically divided country. The media paints Faye as a radical hippie with a sordid past, but as far as Samuel knows, his mother was an ordinary girl who married her high-school sweetheart. Which version of his mother is true? Two facts are certain: she’s facing some serious charges, and she needs Samuel’s help.

To save her, Samuel will have to embark on his own journey, uncovering long-buried secrets about the woman he thought he knew, secrets that stretch across generations and have their origin all the way back in Norway, home of the mysterious Nix. As he does so, Samuel will confront not only Faye’s losses but also his own lost love, and will relearn everything he thought he knew about his mother, and himself.
Rework
By Jason Fried

Crown Business
Released: 2010-03-09
Hardcover (288 pages)

Rework
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  • Crown Business
Product Description:
Rework shows you a better, faster, easier way to succeed in business. 

Most business books give you the same old advice: Write a business plan, study the competition, seek investors, yadda yadda. If you're looking for a book like that, put this one back on the shelf.

Read it and you'll know why plans are actually harmful, why you don't need outside investors, and why you're better off ignoring the competition. The truth is, you need less than you think. You don't need to be a workaholic. You don't need to staff up. You don't need to waste time on paperwork or meetings. You don't even need an office. Those are all just excuses. 

What you really need to do is stop talking and start working. This book shows you the way. You'll learn how to be more productive, how to get exposure without breaking the bank, and tons more counterintuitive ideas that will inspire and provoke you.

With its straightforward language and easy-is-better approach, Rework is the perfect playbook for anyone who’s ever dreamed of doing it on their own. Hardcore entrepreneurs, small-business owners, people stuck in day jobs they hate, victims of "downsizing," and artists who don’t want to starve anymore will all find valuable guidance in these pages.
How to Write Copy That Sells: The Step-By-Step System for More Sales, to More Customers, More Often
By Ray Edwards

Morgan James Publishing
Paperback (186 pages)

How to Write Copy That Sells: The Step-By-Step System for More Sales, to More Customers, More Often
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Writing copy that sells without seeming “salesy” can be tough, but is an essential business skill. How To Write Copy That Sells is a step-by-step guide to writing fast, easy-to-read, effective copy. It's for everyone who needs to write copy that brings in cash – including copywriters, freelancers, and entrepreneurs.

Inside, you'll find copywriting techniques for email marketing, web sites, social media, sales pages, ads, and direct mail.

You'll also discover:

  • The universal hidden structure behind all persuasive copy.
  • How to avoid the most common copywriting mistakes.
  • A simple technique for writing copy that’s easy to read.
  • How to write powerful short copy for social media.
  • Sample headlines, bullet points, and openings – yours to “swipe” and use as your own!
  • Tons of templates, examples, and checklists guaranteed to improve your copy.
  • ...And much, much more! Writing Copy That Sells is your indispensable guide to creating fresh, fast, effective copy that generates sales like magic.
Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content
By Ann Handley

Handley Ann
Hardcover (320 pages)

Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content
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  • Everybody Writes Your Go To Guide to Creating Ridiculously Good Content
Product Description:
Finally a go-to guide to creating and publishing the kind of content that will make your business thrive.

Everybody Writes is a go-to guide to attracting and retaining customers through stellar online communication, because in our content-driven world, every one of us is, in fact, a writer.

If you have a web site, you are a publisher. If you are on social media, you are in marketing. And that means that we are all relying on our words to carry our marketing messages. We are all writers.

Yeah, but who cares about writing anymore? In a time-challenged world dominated by short and snappy, by click-bait headlines and Twitter streams and Instagram feeds and gifs and video and Snapchat and YOLO and LOL and #tbt. . . does the idea of focusing on writing seem pedantic and ordinary?

Actually, writing matters more now, not less. Our online words are our currency; they tell our customers who we are.

Our writing can make us look smart or it can make us look stupid. It can make us seem fun, or warm, or competent, or trustworthy. But it can also make us seem humdrum or discombobulated or flat-out boring.

That means you've got to choose words well, and write with economy and the style and honest empathy for your customers. And it means you put a new value on an often-overlooked skill in content marketing: How to write, and how to tell a true story really, really well. That's true whether you're writing a listicle or the words on a Slideshare deck or the words you're reading right here, right now...

And so being able to communicate well in writing isn't just nice; it's necessity. And it's also the oft-overlooked cornerstone of nearly all our content marketing.

In Everybody Writes, top marketing veteran Ann Handley gives expert guidance and insight into the process and strategy of content creation, production and publishing, with actionable how-to advice designed to get results.

These lessons and rules apply across all of your online assets — like web pages, home page, landing pages, blogs, email, marketing offers, and on Facebook, Twitter, LinkedIn, and other social media. Ann deconstructs the strategy and delivers a practical approach to create ridiculously compelling and competent content. It's designed to be the go-to guide for anyone creating or publishing any kind of online content — whether you're a big brand or you're small and solo.

Sections include:

  • How to write better. (Or, for "adult-onset writers": How to hate writing less.)
  • Easy grammar and usage rules tailored for business in a fun, memorable way. (Enough to keep you looking sharp, but not too much to overwhelm you.)
  • Giving your audience the gift of your true story, told well. Empathy and humanity and inspiration are key here, so the book covers that, too.
  • Best practices for creating credible, trustworthy content steeped in some time-honored rules of solid journalism. Because publishing content and talking directly to your customers is, at its heart, a privilege.
  • "Things Marketers Write": The fundamentals of 17 specific kinds of content that marketers are often tasked with crafting.
  • Content Tools: The sharpest tools you need to get the job done.

Traditional marketing techniques are no longer enough. Everybody Writes is a field guide for the smartest businesses who know that great content is the key to thriving in this digital world.

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.



   

 
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