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Customer Service: Books

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Here are some books about customer service:

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High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
By Micah Solomon

AMACOM
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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Product Description:
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.
How to Acquire Your First Million Customers: Scaling Your Online Business by Laying the Foundation for Growth
By Ken McDonald

Released: 2017-04-06
Kindle Edition (100 pages)

How to Acquire Your First Million Customers: Scaling Your Online Business by Laying the Foundation for Growth
 
Product Description:
How to Acquire Your First Million Customers is a book for anyone looking to gain a better understanding of growing an online business. In the book, Ken and Chris discuss several marketing strategies that have proven successful for them over the past 20+ years … and do it in a way that anyone can understand.

If you are interested in growing an online business through increased customer acquisition and improved marketing efficiency, then this book is for you. It doesn’t matter where you are in your career. Beginners and seasoned vets alike will gain knowledge and actionable tips to implement immediately. This book is applicable to all kinds of online businesses, including B2C, B2B, SaaS, Ecommerce, and ad driven businesses, to name a few.

“We wrote this book because we’ve seen a lot of success in growing online businesses to 10 million users or more, and people kept asking us how to do it,” state the authors.

The book begins by explaining (in layman’s terms) how to set yourself up for success, and how to define and measure growth. It then explores a variety of tactics and channels used for driving customer growth: marketing strategy, digital marketing, social media marketing, SEO, PPC, online partnerships, video and content strategies, influencer marketing, AB testing, offline marketing, and more. The back half of the book explains how to retain new customers, and how to scale a business for growth.

Readers are taken on a journey from marketing inception to implementation to completion, and are guided by an entertaining and practical narrative, courtesy of the authors. Along the way, dozens of visual graphics and diagrams, as well as sidebar sections that take deeper dives into various topics, help explain and demonstrate the concepts discussed throughout the book.

How to Acquire Your First Million Customers also references several common tools that many businesses will find helpful, including Facebook, Google Analytics, YouTube, Hootsuite, Moz, Crazy Egg, MouseStats, Optimizely, Buzzsumo, Mattermark, Alexa, Radian 6, Commission Junction, Share a Sale, AWIN, and others.
Flip Products & Services to Make Money Online
By Jacob Arroyo

Released: 2017-04-04
Kindle Edition (81 pages)

Flip Products & Services to Make Money Online
 
Product Description:
BUY AND SELL PRODUCTS & SERVICES TO MAKE MONEY ONLINE.

Who Else Wants a New Income Source Outside a Day Job?

Go from Zero to Having a Consistent Income Per Month Through Your New Online Business.

Here's a preview of what you'll discover:

ZERO DOWN ALIEXPRESS
- The 4 step process on how to make at least $1,000 per month via Aliexpress
- How to get started with ZERO capital
- How to find products that are guaranteed best-seller!
- How to create a free website from scratch
- How to create a product listing
- How to set up your payment option
- How to drive free traffic from Facebook and Youtube
- How to fulfill your orders

FLIP THAT SERVICE
- The entire process of making money flipping digital services online
- Secret site where you'll get cheap services to re-sell
- How to find the best services in 10 minutes or less
- The top 6 services to sell right now
- How to create a product listing sales page for your service
- How to create extra for upsells
- How to up-sell your customers so you'll make 3x more money

- NO HUGE CAPITAL REQUIRED
- YOU CAN WORK FOR 1-2 HOURS A DAY
- YOU DON'T HAVE TO PROVIDE THE SERVICE/PRODUCT YOURSELF

Download your copy now and start applying the lessons today!
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
By Nicholas J. Webb

Amacom
Hardcover (256 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
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  • Amacom
Product Description:
Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016

Mashable Best New Marketing Books to Read in 2017

Think you know your customers? Think again.

The best companies in the world discover what their customers desire--and then deliver it in memorable and deeply human experiences. How well do you know your customers?

What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success.

Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and:

Gain invaluable insights into who they 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 much more

When you learn to provide your customers with exactly what they want, they not only buy--they come back again and again...and bring their friends.

The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
By David Meerman Scott

Wiley
Paperback (304 pages)

The New Rules of Sales and Service: How to Use Agile Selling, Real-Time Customer Engagement, Big Data, Content, and Storytelling to Grow Your Business
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Product Description:
The essential roadmap for the new realities of selling when buyers are in charge

Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'—there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost.

The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace.

 David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now.

Among the topics covered in detail:

  • Why the old rules of sales and service no longer work in an always-on world
  • The new sales cycle and how informative Web content drives the buying process
  • Providing agile, real-time sales and service 24/7 without letting it rule your life
  • The importance of defining and understanding the buyer personas
  • How agile customer service retains existing clients and expands new business
  • Why content-rich websites motivate interest, establish authority, and drive sales
  • How social media is transforming the role of salesperson into valued consultant

Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.

Inbound Marketing, Revised and Updated: Attract, Engage, and Delight Customers Online
By Brian Halligan

imusti
Paperback (224 pages)

Inbound Marketing, Revised and Updated: Attract, Engage, and Delight Customers Online
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  • Wiley
Product Description:
Attract, engage, and delight customers online

Inbound Marketing, Revised and Updated: Attract, Engage, and Delight Customers Online is a comprehensive guide to increasing online visibility and engagement. Written by top marketing and startup bloggers, the book contains the latest information about customer behavior and preferred digital experiences. From the latest insights on lead nurturing and visual marketing to advice on producing remarkable content by building tools, readers will gain the information they need to transform their marketing online.

With outbound marketing methods becoming less effective, the time to embrace inbound marketing is now. Cold calling, e-mail blasts, and direct mail are turning consumers off to an ever-greater extent, so consumers are increasingly doing research online to choose companies and products that meet their needs. Inbound Marketing recognizes these behavioral changes as opportunities, and explains how marketers can make the most of this shift online. This not only addresses turning strangers into website visitors, but explains how best to convert those visitors to leads, and to nurture those leads to the point of becoming delighted customers.

Gain the insight that can increase marketing value with topics like:

  • Inbound marketing – strategy, reputation, and tracking progress
  • Visibility – getting found, and why content matters
  • Converting customers – turning prospects into leads and leads into customers
  • Better decisions – picking people, agencies, and campaigns

The book also contains essential tools and resources that help build an effective marketing strategy, and tips for organizations of all sizes looking to build a reputation. When consumer behaviors change, marketing must change with them. The fully revised and updated edition of Inbound Marketing is a complete guide to attracting, engaging, and delighting customers online.

Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity
By Avinash Kaushik

imusti
Paperback (475 pages)

Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity
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  • Sybex
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.

Users, Not Customers: Who Really Determines the Success of Your Business
By Aaron Shapiro

Brand: Portfolio Trade
Released: 2013-07-30
Paperback (256 pages)

Users, Not Customers: Who Really Determines the Success of Your Business
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Product Description:
If you still think "the customer is king," you're falling behind. Today's most powerful growth engine is users--people who interact with a company through digital media and technology even if they have never spent a dime. Become indispensable to users and the profits will follow.
 
As CEO of the digital marketing agency Huge, Aaron Shapiro goes inside blue-chip companies to advise them on how to thrive in this new business reality. He led an extensive study of the Fortune 1000 and found that the most successful companies focus on users first. Look at Facebook and Google. They built their businesses before they even figured out what they were selling, let alone who their customers were.
 
Shapiro argues that every business needs to stop obsessing about customers and start creating powerful user experiences. For instance: Mint.com made the easiest and most effective interface for controlling your personal finances, and once there, you can follow ads that let you improve your financial performance even more. And Netflix took down Blockbuster by treating its subscribers as users, not customers. It continually changed and improved its technology to create the best possible experience instead of maximizing rental fees and late fees.
Practical Zendesk Administration: A World-Class Customer Service Platform
By Stafford Vaughan

imusti
Released: 2014-05-25
Paperback (196 pages)

Practical Zendesk Administration: A World-Class Customer Service Platform
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  • O Reilly Media
Product Description:
"Reading these chapters is like reading the advanced manual we never wrote when we designed the product. Stafford and Anton's ability to enlighten readers on how to use the product better and the reasons for the design decisions in Zendesk never ceases to impress us."
-Mikkel Svane, Founder and CEO at Zendesk


Implementing the Zendesk customer service software as part of your company's operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. You'll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your company's needs and processes.

Written by written by two experienced Zendesk product trainers, this book is distilled from years of working in the trenches, launching customer implementations, and answering thousands of questions from participants throughout the world. With it, you'll be able to determine the best way to put Zendesk's vast potential to work for your company.
  • Apply custom branding to your user-facing support portal
  • Mitigate risk by implementing various Zendesk security features
  • Manage profiles and permissions for users, agents, and administrators
  • Create tickets from email, voice, chat, feedback tabs, and social media
  • Capture and classify help requests through standard and custom fields
  • Use techniques to build an efficient agent support process
  • Automate your business rules in Zendesk to streamline your workflow
  • Provide your customers with self-service support


   

 
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