- Paperback: 304 pages
- Publisher: Wiley; 1 edition (June 27, 2016)
- Language: English
- ISBN-10: 1119272424
- ISBN-13: 978-1119272427
- Product Dimensions: 5.7 x 0.9 x 8.8 inches
- Shipping Weight: 2.4 ounces (View shipping rates and policies)
- Average Customer Review: 40 customer reviews
- Amazon Best Sellers Rank: #338,184 in Books (See Top 100 in Books)
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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 Paperback – June 27, 2016
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From the Back Cover
THE UPDATED AND EXPANDED APPROACH TO SALES AND SERVICE IN A REAL-TIME WORLD
Since bestselling author David Meerman Scott demystified selling in our digital world in The New Rules of Sales and Service, the marketplace has vaulted forward requiring the new rules to be extensively rewritten in this Revised and Expanded edition. Armed with real-time information and more choices than ever before, customers are now in charge of the buying process. Scott's groundbreaking guide looks at why the old ways of selling and servicing customers don't work in a 24x7 real-time world and he lays out a toolbox of proven strategies and techniques for reaching new customers, generating sales leads, and growing business. With new, fresh, in-depth examples of success, you will learn how leading companies are implementing the latest agile selling and real-time social customer service strategies. The New Rules of Sales and Service is an inspiring guide for anyone who doesn't want to be left behind in the radically changing landscape of sales and service.
PRAISE FOR DAVID MEERMAN SCOTT AND HIS BOOKS
"Like all the best teachers, this book inspires you to do your own thinking in your own way…enlightening and liberating."
The Financial Times
"One of those select few people who saw and understood the social media phenomenon as it began."
"A fresh take."
"Gets it right."
New York Times Magazine
"Lessons that should resonate."
About the Author
DAVID MEERMAN SCOTT is the author of ten books including The New Rules of Marketing and PR, Marketing Lessons from the Grateful Dead, and Newsjacking. His books open people's eyes to the new realities of sales, marketing, and public relations. David's popular blog, advisory work with fast-growing companies, and hundreds of speaking engagements around the world give him a singular perspective on how businesses are reaching buyers directly and in real time.
Top customer reviews
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David, I salute you and have started following you on Twitter as well. The only boo-boo was that you did not include Axl Rose, 80's era David Lee Roth and Freddie Mercury as lead singers to emulate when doing your rock-star on-stage swagger at talks!
Thanks and looking forward to the next classic!
I received an advance, draft copy of The New Rules of Sales and Service on which I'm basing this review. The New Rules of Sales and Service is written in David's trademark style: challenging marketing strategy's status quo (with a rebel's heart). His thoughtful, entertaining, and case study-rich content applies to Fortune 100, small businesses, and individuals who genuinely desire to competitively differentiate themselves.
The game changing argument David makes in his examples and case studies is how marketing, sales, and service can no longer exist in functional silos. Every employee is (and should be) accountable for marketing, selling, and servicing new and existing customers because the social tools are available online to everyone. The New Rules of Sales and Service extend beyond it's a "cross-functional" thing. It's now an "all-hands-on-deck" thing.
Executing and sustaining an NRSS-driven culture requires top-down, CEO-driven leadership. Successful New Rules of Sales and Service practitioners instill a participative and trusting company culture. These leaders enable all employees to capitalize in social, one-to-one, real-time, customer communications throughout the entire buying process. David interviewed company leaders who trust and expect their team members (regardless of departmental function) to:
1. Acquire NEW customers and MAINTAIN existing customer relationships using social tools in real-time interactions (e.g., concepts of AGILE selling and real-time speed & engagement; Case Study: Avaya)
2. Contribute and share valuable content to educate and inform customers in the pre- and post-sale process AT THE PRECISE TIME THE CUSTOMER NEEDS IT (e.g., CONTEXTUAL & consultative selling vs. hard-selling tactics; Case Study: Kendall PRess)
3. Collect and analyze real-time customer data to support real-time content delivery, service actions, and sales interactions (e.g., salesperson comes in later in buying process OR no salesperson; Case Study:GrabCAD)
4. Convey stories about the company's products / services aligning with the customer's view of themselves (e.g., buyer persona research, newsjacking; Case Study: MultiCare Health Systems)
That opportunistic mindset drives competitive differentiation at both a tactical and strategic level.
By the way, David's research confirms blogging is far from dead. Long form content may be the best social tool in authentically demonstrating one company's "truth" to a competitor's public relations "spin."
Will more and future leaders trust their teams and David's rich teachings in NRSS? Time will tell. But, I hope you'll trust my review and recommendation to buy, study, and share David's important book.
That's why my real name is attached to this Amazon Review.
My biggest take- away was the focus on storytelling. If you have identified your buying persona correctly then you'll absolutely know how your story will resonate with them.