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Customer Reviews

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on September 19, 2014
Thank you
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on February 22, 2014
Great info I was not aware of but now I am and #customerservice is King, or should be...Wherever You go!
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on February 19, 2014
In addition to the comments I offered in the video review, note that Marsha Collier considers social media "a source of real-time feedback" which is "filled with information, if you are listening, that can be used to change your products and service to meet your customers' needs." She prods us to picture how much easier it would be to market and sell a product that "your customers said they wanted." Also, use what your customers are saying "for product innovation." Putting these approaches together, "Imagine the market advantage you'd have."

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.
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on November 3, 2013
If you never worked in Marketing and doesn't know what is internet, you are going to learn a lot of things.
If you ever worked in Marketing and have a computer, you better find another book as the topic explained are super simple.
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on September 12, 2012
>>>..."The Ultimate Online Customer Service Guide : ...To Sell More!" will show how-to create the online service that wins customers, keeps them loyal and create new ones!!!...>>> Whether YOU create an online business from scratch, or make an online outreach a part of your established business, YOU are opening your virtual doors to hundreds of millions of potential customers...The possibilities of your business growth may seem endless...And they can be---but only if YOU instill in your business the model and mission of customer service that has built successful businesses before!!!...>>> Marsha Collier (@MarshaCollier on Twitter), Renown Authority, Author, Thought & Team Leader, etc., in 13+ Chapters, 252+ Pages of Examples, Case Studies, Rich Knowledge, Content & Context, etc. will demonstrate, in text, how any business can maximize its local and / or international customer outreach and even tailor its growth to meet both short-term and long-term goals!!!...>>> If this has an interest to YOU, Your Journey begins now!!!...>>> Ready, Let's Roll!!!...The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
>>>..."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!!!...
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on February 24, 2011
eBay marketing expert and author Marsha Collier returns to bookstores with "The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More" (Wiley). In it, Collier, a long time internet user (can you say UseNet?) shows readers how the old adage "the customer is king" can be applied in the modern-day marketplace. We've all heard the stories of how certain companies aided their customer relationships by creating a robust online feedback loop (famously Comcast, Zappos, etc.) but Collier explains just how every business, large or small, can benefit from the new world of social communication. Collier explains how to build customer relationships, not just on your dedicated website, but how to interact with users on various platforms like Twitter, Facebook, Posterous and the latest geo-tagging sites like Foursquare and Whrrl. Maintenance and tone are important ingredients in Collier's customer service recipe and she even goes so far as to describe the habits of all the various demographic groups and sub-groups (GenMix) along with examples from companies that work well in this arena (Dell, JetBlue) to those who got stuck behind the curve (NASCAR). Read, learn, engage.
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on January 20, 2011
Marsha Collier is brilliant when it comes to online business and even MORE brilliant when it comes to customer service. Her track record in writing best-selling books proves that. And this is yet another to add to a business owner's arsenal of tools that can help them differentiate themselves from the competition. Online business is different than offline business. And Marsha clearly has her finger on the pulse of what it takes to be successful online, how to treat customers in a way that keeps them coming back for more, and how to listen in the online space and monitor your brand - and learn from your customers and prospects. I own a full service marketing firm and work with clients in the online space on a daily basis -- and yet, there are still things that reading Marsha's great book taught me. Trust me on this one, if I can learn from this savvy businesswoman, YOU can learn even more. Don't think about buying this book - do it. Now. Your business will never be the same.

Shelly Kramer
@shellykramer
CEO, V3 Integrated Marketing
[...]
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on January 15, 2011
Marsha (who is a friend) sent me a copy of this book, and I was prepared to like it because I like Marsha.

What I wasn't prepared for, was to love it, and to learn so much. This is a well researched guide to customer service. She uses real life examples of what does and doesn't work online. So much of customer service should be intuitive, but online the rules are slightly different.

If you are new to online communities or if you are new to customer service this book could keep you from making some very embarrassing mistakes. If you are a seasoned CSR this is also a book that will help you hone your skills and remind you what your job is.

For everyone who has wondered why companies need to be online monitoring their reputations, this is a book that will tell you why and how.
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