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.

Mobile Marketing: Finding Your Customers No Matter Where They Are (Que Biz-Tech)
By Cindy Krum

Que Publishing
Released: 2010-02-25
Kindle Edition (362 pages)

Mobile Marketing: Finding Your Customers No Matter Where They Are (Que Biz-Tech)
 
Product Description:

Mobile Marketing

Finding Your Customers No Matter Where They Are

 

Use Mobile Marketing to Supercharge Brands, Sales, and Profits!

 

Using brand-new mobile marketing techniques, you can craft campaigns that are more personal, targeted, immediate, measurable, actionable–and fun! Now, one of the field’s leading pioneers shows exactly how to make mobile marketing work for your business. Cindy Krum cuts through the hype, revealing what’s working–and what isn’t. She guides you through identifying the right strategies and tactics for your products, services, brands, and customers…avoiding overly intrusive, counterproductive techniques…and how to successfully integrate mobile into your existing marketing mix. Above all, Krum shows you how to effectively execute on your mobile marketing opportunities–driving greater brand awareness, stronger customer loyalty, more sales, and higher profits.

 

Topics include

  • Getting started fast with mobile marketing
  • Understanding the international mobile marketing landscape
  • Targeting and tracking the fast-changing mobile demographic
  • Taking full advantage of the iPhone platform
  • Leveraging mobile advertising, promotion, and location-based marketing
  • Building micro-sites and mobile applications
  • Performing search engine optimization for mobile sites and applications
  • Building effective mobile affiliate marketing programs
  • Integrating online and offline mobile marketing
  • Avoiding mobile marketing spam, viruses, and privacy violations
  • Previewing the future of mobile marketing
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.
The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
By Marsha Collier

Wiley
Hardcover (252 pages)

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

The Influencer Effect: Insider Tips for Gearing Up Your Online Success
By Greg Jameson

Released: 2017-07-26
Kindle Edition (257 pages)

The Influencer Effect: Insider Tips for Gearing Up Your Online Success
 
Product Description:
In October of 2008, Oprah Winfrey shared Amazon’s new Kindle eBook reader with her audience. "It's absolutely my new favorite thing in the world," she said. Amazon’s visits were up 6 percent, the day Oprah endorsed Kindle on her show, over the previous Friday. Amazon is a top-20 internet site, so a 6% bump can translate into hundreds of thousands of visitors. Being endorsed by Oprah is so powerful that it became known as the Oprah effect.

Then in July of 2014, an unknown author named Edan Lepucki debuted her novel, California. Late-night television host Stephen Colbert began attacking Amazon for discouraging customers from buying titles from his publisher, Hachette Book Group. But Mr. Colbert picked another Hachette author — a startled Ms. Lepucki — as the focal point of his campaign against Amazon. He challenged viewers to buy enough copies to get the novel on the New York Times best-seller list. He also recommended “California” to his 6.6 million Twitter followers. The book became one of the most preordered debut titles in Hachette history and did in fact become a New York Times best-seller.

These stories show what can happen when someone else endorses and promotes your products and services. In his book, Greg Jameson calls this “The Influencer Effect”. Of course, the product must deliver – both the Kindle and California lived up to their promise. But getting an endorsement from someone who is respected and has a large following can produce huge results. Companies know this and are often willing to pay celebrities large sums of money as a result.

How can the average business owner, who doesn’t have the budget for a celebrity endorsement, create this type of success for their company? There is a replicable process called GEARS, that Jameson describes in his book. As it turns out, celebrities are not always the best type of influencer. Lesser-known experts can often have a bigger impact on their following, much like a referral from a close friend or family member. These people are known as micro-influencers and your business will improve by working with them.

Whether you are a company or a leader looking to have others generate content and share it with your followers, or you are an expert who is sharing knowledge for something you are passionate about, influencer marketing is here to stay.
Using both personal stories and those of his clients, this book provides real-world examples on how you can grow your influence. The GEARS acronym is used to explain the process in a clear an easy to remember system that anyone can apply. The parts of this gear system are as follows:

The center gear is called a “sun” gear. Everything revolves around the sun gear, which includes strategy and execution. The three gears that circle the sun gear are the “planet gears”. These gears, “G, E, and A” comprise the primary methods used to develop a following, and how to market your online business. They stand for “Generate interest”, “Empower influencers”, and “Amplify your message”.
The outer gear is called a “ring gear”. This gear encircles all the other gears. This is discussed in the section on “Results”, which is divided into three chapters: Revenues, Review & Repeat, and Research.

To recap, GEARS stands for:
G – Generate Interest
E – Empower influencers
A – Amplify your message
R – Results
S - Strategy

Influence is simply about getting others to take a desired action. Jameson encourages the reader to not be selective with the methods he describes by following the GEARS system, but to use them all. When you do, the results can be massive.
Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
By Stephen Coscia

Routledge
Released: 1999-11-01
Paperback (142 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. ;
Customer Experience For Dummies
By Roy Barnes

For Dummies
Released: 2014-11-17
Paperback (360 pages)

Customer Experience For Dummies
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Gain, engage, and retain customers with positive experiences

A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.

The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.

  • Gives you the tools you need to target customers more precisely
  • Helps you implement new social and mobile strategies
  • Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels
  • Explains how a fully-engaged customer can help you outperform the competition
  • Learn how to respond effectively to customer feedback

Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.

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

AMACOM
Released: 2016-10-12
Kindle Edition (273 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
 
Product Description:
True Influence Top 25 B2B Must-Read Books of 2017 Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 LinkedIn Marketing Solutions 25 Must-Read Marketing Books in 2017 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.
Web Analytics 2.0: The Art of Online Accountability and Science of Customer Centricity
By Avinash Kaushik

Sybex
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.



   

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