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Customer Service: New Rules for a Social-Enabled World (Que Biz-Tech) by [Peter Shankman]

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Customer Service: New Rules for a Social-Enabled World (Que Biz-Tech) 1st Edition, Kindle Edition

4.2 out of 5 stars 27 ratings

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Editorial Reviews


“As a major voice in the travel space, I’m no stranger to poor customer service–and how to fix it. Peter has proven multiple times that it’s the little things you do before the meltdown occurs that will save your company. I encourage anyone working with clients or customers to read this book–multiple times!”

–Christopher Elliott

Consumer advocate


National Geographic Traveler


“I’ve always said the three most important things in business are customer service, customer service, and customer service. Now I’ll add a fourth–read this book!”

–Dayna Steele

Speaker, business consultant, and author of

Rock to the Top:What I Learned about Success from the World’s Greatest Rock Stars


“There is no question that customer service and, even more, customer perception can make or break your business. I am glad that social media über-guru Peter Shankman has finally deigned to share his secrets with the rest of us. This book belongs in every businessperson’s library. It’s in mine!”

–Charles Justiz

Retired NASA pilot and author of Specific Impulse


“Peter’s a buzzsaw of ideas. The big risk is that your head will explode before you implement this all. The beauty of a book is that you can read it slowly. Peter’s mind moves so fast that, were you to receive these ideas in person, you couldn’t possibly write fast enough to keep up.”

–Chris Brogan

President, Human Business Works, and publisher


“Peter Shankman gets his kicks jumping out of perfectly good airplanes. As it turns out, that avocation may be an apt analogy for the world of social media. It is rising up to meet you–fast–and if you don’t pull the ‘tweet’ chord in time, you are destined to crater. Shankman offers a compelling, engaging, humorous checklist of do’s and don’ts for those who are still in a freefall–a bit dazed–wondering what happened to all the tried-and-true rules of advertising, marketing, and PR. Shankman knows the answer, and he can barely contain his enthusiasm in sharing his insights. He is a leading social networking evangelizer–that is why so many blue-chip companies seek him out. And that is why I selected him to be on the NASA Advisory Council Education and Public Outreach Committee. His advice is not rocket science, but it isn’t always what you might predict. As skydivers like to say, you’ll be fine so long as you don’t do anything stupid. Read this book and you will know how to be smart–in 140 characters or less!”

–Miles O’Brien

formerly of CNN


“I’ll give you my favorite piece of advice from Peter right here: don’t have a goal of making something viral. Make it good, and it will go viral. Peter shares my belief: don’t treat your customers well after something has gone wrong. Treat them well at every interaction.”

–Franco Bianchi

President & CEO

Haworth, Inc.

From the Back Cover

Use Social and Viral Technologies to Supercharge your Customer Service!


Using social media, you can deliver amazing customer service–and generate an army of fans who’ll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that–without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online–and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how–step-by-step, right now!


You’ll learn how to:


• Organize a small, powerful social media team on a tight budget

• Listen to what your customers, advisors, and markets are really saying

• Make prospects feel like rock stars from the moment they find you

• Choose online media that make the most sense for you

• Avoid wasting time with platforms that won’t help you

• Earn your customer’s loyalty, trust, and credibility

• Learn from other companies’ viral “disasters”

• Rebuild your credibility after you’ve taken a public “hit” online

• Make sure everyone hears your customers when they compliment you

• Capture all your customer knowledge–and use it in real time

• Keep people talking–and not just about you


Product details

  • ASIN ‏ : ‎ B004DNWSOQ
  • Publisher ‏ : ‎ Que Publishing; 1st edition (December 16, 2010)
  • Publication date ‏ : ‎ December 16, 2010
  • Language ‏ : ‎ English
  • File size ‏ : ‎ 1394 KB
  • Simultaneous device usage ‏ : ‎ Up to 5 simultaneous devices, per publisher limits
  • Text-to-Speech ‏ : ‎ Enabled
  • Screen Reader ‏ : ‎ Supported
  • Enhanced typesetting ‏ : ‎ Enabled
  • X-Ray ‏ : ‎ Not Enabled
  • Word Wise ‏ : ‎ Enabled
  • Sticky notes ‏ : ‎ On Kindle Scribe
  • Print length ‏ : ‎ 210 pages
  • Customer Reviews:
    4.2 out of 5 stars 27 ratings

About the author

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Peter Shankman is a spectacular example of what happens when you find the best traits of ADHD and work really hard to make them benefit you.

Diagnosed at seven years old with “sit down, you’re disrupting the class” disease, Peter wasn’t formally diagnosed with ADHD until his mid-30s. By that time, however, he’d started and sold two companies, and realized that all the differences that formerly labeled him as a troublemaker were actually his greatest assets. After Peter sold his third company, (Help a Reporter Out,) he decided to focus on really understanding this “faster brain” of his, and learning exactly what it could do. From that, the Faster Than Normal podcast and bestselling book were born.

Peter believes that everyone has gifts, potential, and abilities far beyond what society has deemed “normal,” and strives to help bring those gifts to life in as many people as he can through his podcast, books, online videos, and countless worldwide speaking appearances. He can be found at @petershankman on all of the socials, and at

Customer reviews

4.2 out of 5 stars
4.2 out of 5
27 global ratings

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Top reviews from other countries

5.0 out of 5 stars Great book - ideal for online businesses
Reviewed in the United Kingdom 🇬🇧 on May 28, 2014
3.0 out of 5 stars Bad print
Reviewed in the United Kingdom 🇬🇧 on October 14, 2019
5.0 out of 5 stars beezer
Reviewed in Canada 🇨🇦 on February 15, 2012
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