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Customer Service: Books

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Here are some books about customer service:

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What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
By Nicholas J. Webb

Webb Nicholas J
Hardcover (256 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
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  • What Customers Crave How to Create Relevant and Memorable Experiences at Every Touchpoint
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.

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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Product Description:

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.

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.
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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Product Description:
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 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

John Wiley Sons Inc
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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  • John Wiley Sons Inc
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.

Making a Living at Home: Start a New Internet Based Business via Service Re-selling or Self Help Books Publishing
By Daniel Cruz

Released: 2017-06-22
Kindle Edition (71 pages)

Making a Living at Home: Start a New Internet Based Business via Service Re-selling or Self Help Books Publishing
 
Product Description:
Here's a Step by Step Method of Making Money Online & Creating a Six-Figure Business in One Year or Less

* NO BUSINESS EXPERIENCE NEEDED

* NO CURRENT EXPERTISE REQUIRED

* NO TECHNICAL SKILLS REQUIRED

Here's what you will discover:

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

SELF-HELP PUBLISHING BLUEPRINT
- The What, Why & How book format and how it can help you to never run out of ideas to write about
- How to choose the best category for your first ebook
- How to choose sub-topics to target so you can carve out your own niche of small but hungry book buyers
- The formula for coming up with a book title that sells
- How to upload your book from start to finish
- A guide on how to write your book description
- How to double your sales overnight via the "Money Magnifier" technique
- How to choose and get a great book cover for as cheap as possible
- How to run a KDP promotion... the right way

THESE BUSINESS MODELS ARE THE BEST WAYS TO GET STARTED ONLINE

If you’re an action taker and you're now ready to make extra money while working from home, then this bundle is for you.

Scroll Up & Download Your Copy Today!

Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships
By Katie Delahaye Paine

Wiley
Hardcover (272 pages)

Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships
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Product Description:
In an online and social media world, measurement is the key to success

If you can measure your key business relationships, you can improve them. Even though relationships are "fuzzy and intangible," they can be measured and managed-with powerful results.

Measure What Matters explains simple, step-by-step procedures for measuring customers, social media reputation, influence and authority, the media, and other key constituencies.

  • Based on hundreds of case studies about how organizations have used measurement to improve their reputations, strengthen their bottom lines, and improve efficiencies all around
  • Learn how to collect the data that will help you better understand your competition, do strategic planning, understand key strengths and weaknesses, and better respond to customer preferences
  • Author runs a successful blog and serves as a measurement consultant to companies such as Facebook, Southwest Airlines, Raytheon, and Allstate

Don't draw conclusions or make key decisions based on guesswork. Instead, Measure What Matters and the difference will show in the most important measure: your bottom line.

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
By Marsha Collier

Marsha Collier
Hardcover (252 pages)

The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
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  • The Ultimate Online Customer Service Guide How to Connect With Your Customers to Sell More
Product Description:
Make your online customers happy—and create new ones—with this winning guide

Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. They wish customers "happy birthday." They grow their brands by involving themselves in communities.

The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of case studies, a primer on classic online customer service, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.

  • Authentically use social media to connect with customers to boost your bottom line
  • Attract new customers through your online presence
  • Achieve higher GMS (Gross Merchandise Sales) with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

Successful Social Media Customer Service: How to Handle Complaints, Delight Fans, And Create Brand Advocates
By Andrew Macarthy

Released: 2015-10-06
Kindle Edition (68 pages)

Successful Social Media Customer Service: How to Handle Complaints, Delight Fans, And Create Brand Advocates
 
Product Description:


Learn How to Delight Customers and Increase Loyalty With a Successful Social Media Customer Service Strategy

Customers are talking about your business on social media - and now more than ever, they expect a response. Ignoring queries and comments on sites like Facebook, Twitter, and Instagram can be hugely damaging to your brand, but take control and you'll reap the rewards - happier customers, increased loyalty, and bigger profits.

Successful Social Media Customer Service includes the information about:

  • Why your business needs a social media customer service strategy
  • How to prepare your business and staff for social customer service
  • How to setup a social listening strategy for customer service
  • How to develop a pro-active approach to social media customer service
  • How to handle complaints on social media - best practices
  • How fast you need to respond to customer complaints
  • How to handle a social media customer service crisis
  • How to measure social media customer service performance
  • Specific social media customer service tips for Facebook and Twitter

Social Media Customer Service - The Stats

  • Between Q2 2014 and Q2 2015, there was a 21% increase in messages sent globally to brands on Facebook and Twitter (Sprout Social, 2015). 
  • 24% of American Internet users 12+ who have contacted a brand on social media expect a reply within 30 minutes, regardless of when the contact was made (Convince and Convert, 2015)
  • Customer service on Twitter can save up to 80 percent per interaction compared to phone calls - $1 per resolution compared to $6 (Twitter, 2015). on Bestseller, 500 Social Media Marketing Tips, and his new book Successful Social Media Customer Service will help your business develop a robust social media customer service strategy, whether you're a sole entrepreneur or company with a team of dedicated staff.

 

There's never been a better time to build a social media customer service strategy to delight your customers, boost reputation, and increase brand loyalty - and it's easier than you think.

Scroll to the top of the page and click the buy button to build your social media customer service strategy today!



   

 
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