Winning at Social Customer Care


Book Description

"Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience. This book teaches you how top brands are "winning" at customer service in social media, and provides the tools to do the same at your company."--




Win the Customer


Book Description

Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!




The Ultimate Online Customer Service Guide


Book 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.




Uncommon Service


Book Description

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.




Youtility


Book Description

The difference between helping and selling is just two letters If you're wondering how to make your products seem more exciting online, you're asking the wrong question. You're not competing for attention only against other similar products. You're competing against your customers' friends and family and viral videos and cute puppies. To win attention these days you must ask a different question: "How can we help?" Jay Baer's Youtility offers a new approach that cuts through the clut­ter: marketing that is truly, inherently useful. If you sell something, you make a customer today, but if you genuinely help someone, you create a customer for life.




Social Upheaval


Book Description

John Golden, best selling author of "Winning the Battle for Sales" presents "Social Upheaval: How to Win At Social Selling" to explain how every B2B salesperson can add social selling methods to their toolkits, and why it is so important that they do so without delay. Using social media to sell is all about communicating value quickly and concisely. Any book on the subject should do the same, and "Social Upheaval: How to Win at Social Selling" does exactly that. A short, easy-to-read treatise that delivers practical advice and tactics to successfully leverage this new frontier of selling, Social Upheaval is provocative, entertaining and above all immediately useful.




Hug Your Haters


Book Description

Includes a detachable folded poster of "The Hatrix."




Social Nation


Book Description

It's time to join Social Nation and prosper! This book will show you, as an employee, customer or partner, how to use new social technologies, make yourself heard, and produce better products and services. As a leader and manager, you'll find out how to use these tools to harness social interactions to improve your business and to create your own social nation. The book provides a social assessment for leaders, managers and employees to scientifically evaluate your individual social skills and competencies. This book relies on well-known case studies about businesses that illustrate how social principles and strategies can help organizations to: Integrate social skills into existing managerial and leadership practices Overcome some of the common risks and objections that are often cited as obstacles to becoming a successful social enterprise Adopt new forms of social leadership across the entire organization Attain social intelligence by listening, understanding, and measuring outcomes of your investment in relationships with customers, employees and partners Realize tangible economic benefits and ROI from new product and service offerings Social Nation provides readers with an opportunity to join the Social Nation community and share experiences with other leaders and social individuals.




Winning with Social Media 2.0


Book Description

The world has changed in the last twenty years, and evidence has changed with it. Gone are the days when exhibits consisted of paper documents, photographs, and tangible items. Instead, we live in the era of instant messages, social site accounts that come and go, and online anonymity in need of piercing. Forgery, fraud, and falsehoods have always been with us, but the tools for committing these acts are now easily obtained and widely used. All this presents a host of new challenges to any attorney attempting to use or combat evidence from these sources. Our courts rely on evidence that is reliable and honest, and our job as lawyers is to find and confirm that reliable, honest evidence. Winning with Social Media is designed to help you do just that. It provides the tools you need to find and capture the online evidence that a party opponent may try to obscure, modify, or even erase from the Internet. With this guidebook at your side, you can do the research and evidence preservation necessary to make your case. New to the Second Edition: Updated with discussions of current tools such as Snapchat, TikTok, and more Updated authority dealing with social media evidence Expanded discussion of Hearsay and social media evidence Checklists for preparing witnesses for trial Checklists for assisting clients with discovery Checklists for authenticating numerous sources of social media evidence Checklist for an Authentication Hold letter Additional checklist for sources of social media not included in the text Professors and students will benefit from: Insightful and practical discussions of social media evidence Aids of mock trial and trial advocacy classes which may incorporate social media evidence An introduction of social media concepts for students and faculty who may not have an understanding of the evidentiary concepts associated with social media




Strategic Customer Service


Book Description

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.