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The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More! Hardcover – January 4, 2011
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From the Inside Flap
Create the online service that wins customers and keeps their loyalty
Whether you create an online business from scratch or make online customer outreach a part of your already established business, you are opening your virtual doors to hundreds of millions of potential customers. The possibilities for your business growth may seem limitless. And they can be—but only if you instill in your business the model and mission of customer service that has built successful businesses for centuries.
Through personal experience in building her first online business on eBay, and her contacts with hundreds of businesses around the world, Marsha Collier has learned firsthand that good customer service can launch a small business into the stratosphere—while bad customer service can break the biggest conglomerate. With humor, fascinating research, and sensible advice, The Ultimate Online Customer Service Guide will demonstrate how any business can maximize its local or international customer outreach and even tailor its growth to meet both short-term and long-term goals. Collier explains:
- The choices available for online communication and how to use them to create a customized outreach program
- Methods to integrate healthy customer service habits into your approach—and your employees’ approach.
- Ways to zero in on the online forums and communities that are a part of your customers’ lives—and become a vital player in those areas
- The implications that good, bad, or indifferent customer service have on your online reputation—and how far that reputation can travel
With fascinating examples of companies that have succeeded or failed in online customer service, as well as case studies of innovative customer outreach strategies, The Ultimate Online Customer Service Guide brings the winning strategies to life that can put any company on the road to greater growth and long-term success.
From the Back Cover
THE ULTIMATE ONLINE CUSTOMER SERVICE GUIDE
“The Ultimate Online Customer Service Guide: How to Connect With Your Customers to Sell More! is a great gift from author and entrepreneur Marsha Collier. Marsha defines the art of customer service, connection, and engagement, and teaches small businesses how to battle and win with big players. Marsha's bestselling “Starting an eBay Business for Dummies,” is a legend in online retailing. This new customer service tutorial delivers much more than the title and promise. If you read Marsha's books and apply her lessons, your business will grow. In this economy, make an investment in Marsha's new book. You won't be disappointed. “
—Kathy Ireland, CEO and Chief Designer, Kathy Ireland Worldwide
“Social media and the economy has changed the game for Customer Service for companies large and small. In this book Marsha provides the tactics and know-how to take your business to the next level.”
—Frank Eliason, Senior Vice President of Social Media, Citibank
"Customer service is no longer a cost center. It's an opportunity. Marsha Collier gives you a first stab at getting it right."
— Chris Brogan, President New Marketing Labs
"Marsha brings to light an often overlooked perspective in business, the voice and experiences of the customer. In a world where customers are the new influencers, this book is your guide to embracing empathy and new opportunities."
—Brian Solis, Author of Engage, The Complete Guide for Building and Measuring Success in the Social Web
"Everyone has a product, but customer service is where the rubber meets the road. Today's fastest growing companies go out of their way to offer exceptional service and connect with consumers through a first-rate online customer experience. As one of the world's sharpest minds in social media and online service, Marsha Collier is a must read for anyone serious about growing a business in the age of the digital consumer."
— Jordy Leiser, cofounder & CEO of STELLAService, The Authority for Online Customer Service
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Top Customer Reviews
If you ever worked in Marketing and have a computer, you better find another book as the topic explained are super simple.
Collier gives clear directions on using the standard social media to connect with customers vibrantly, whether you are connecting from your Web site, blogging, twitter, Facebook, or others.
Pay special attention to pages 92-93, where she advocates sharing news items and articles of value with clients and prospects. She recommends several sites as invaluable resources. While you may be familiar with one or two of her curator's tools here, you're certain to learn some new ones.
Additionally, Chapter 8 merits close attention, because Collier explains how to relate to different audiences effectively, including Baby Boomers, Leading-Edge Boomers, and others.
Once you have read this provocative book, be sure to distribute copies to your associates. Soon afterward, schedule a couple of hours when the group will discuss Collier's recommendations, and determine how your organization will implement them creatively.
>>>..."The Ultimate Online Customer Service Guide : ...More!" opens with Praise, Table / Contents, & Introduction, prior to Chapter 01 0f 13.
>>>...Chapter 01 - The Art of Customer Service.
>>>...Chapter 02 - Quality Real-World, Small-Business Customer Service.
>>>...Chapter 03 - Using Your Web Site to Connect with Your Customer.
>>>...Chapter 04 - Developing a Blog to Engage Customers.
>>>...Chapter 05 - Connecting with Your Customers Where They Play.
>>>...Chapter 06 - Microblogging for Service, Fun, and Profit.
>>>...Chapter 07 - Checking Out Where Customers Review Your Business.
>>>...Chapter 08 - Your Customers Expectations - How to Connect.
>>>...Chapter 09 - Platforms to Enhance the Experience.
>>>...Chapter 10 - Engaging Your Employees as Brand Ambassadors.
>>>...Chapter 11 - Pioneers of Online Community - How They Did It.
>>>...Chapter 12 - Small Business Examples : How They Did It Right.
>>>...Chapter 13 - Lessons from Big Business : Leaders in Customer Service.
>>>..."The Ultimate Online Customer Service Guide : ...To Sell More!" closes with "Every customer is different, as is every business. That is the reason customer service is considered a "Soft Science." YOU have to finesse your own style until YOU relate to your customers in the way that's best for YOU." followed by the ever helpful Index.
>>>...>>> A Suggestion <<< Invest / Purchase of your copy of "The Ultimate Online Customer Service Guide : ...To Sell More!"...NOW / TODAY...Read, Learn & Use what fits for your Customers while they are still your Customers!!!...>>> Always Remember, Change Is The Only Constant!!!...>>> Today Is The First Day Of The Rest Of Your Life!!!...>>> Carpe Diem / Seize The Day!!!...>>> Time Is Our Only Non-Recoverable Resource!!!...>>> Michael!!!...