Customer Service: Books

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Here are some books about customer service:

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

Que Publishing
Released: 2010-12-16
Kindle Edition (210 pages)

Customer Service: New Rules for a Social-Enabled World (Que Biz-Tech)
 
Product Description:

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 Fortune 500 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

 

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
By Nicholas Webb

Amacom
Released: 2016-10-13
Hardcover (256 pages)

What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint
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  • Amacom
Product Description:
Think you know your customers? You better be more assured than just thinking you do, because your success depends on it! The best companies in the world first research exhaustively what their customers desire, and then they deliver it in memorable and deeply human experiences--resulting in success previously believed to be unachievable. So once again, how well do you know your customers?In a hyperconnected economy that is radically changing consumer expectations, this vital expectation for any successful business is not always easy. But in What Customers Crave, author and business strategist Nicholas Webb simplifies this critical task into being able to confidently answer two questions: What do your customers love? What do they hate?Jam-packed with tools and examples, this must-have resource helps businesses reinvent how they engage with customers (both physical and virtual). Learn how to:• Gain invaluable insights into who your customers are and what they care about• Use listening posts and Contact Point Innovation to refine customer types• Engineer experiences for each micromarket that are not only exceptional, but insanely relevant• Connect across the five most important touchpoints• Co-create with your customers• And more!It’s time to reinvent the ways you engage with your customers. Because when you learn to provide for them exactly what they want, they not only bring along their wallets but those belong to their friends as well!
Building a StoryBrand: Clarify Your Message So Customers Will Listen
By Donald Miller

HarperCollins Christian Pub.
Released: 2017-10-10
Hardcover (240 pages)

Building a StoryBrand: Clarify Your Message So Customers Will Listen
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Product Description:

New York Times best-selling author Donald Miller uses the seven universal elements of powerful stories to teach listeners how to dramatically improve how they connect with customers and grow their businesses.

Donald Miller's StoryBrand process is a proven solution to the struggle business leaders face when talking about their businesses. This revolutionary method for connecting with customers provides listeners with the ultimate competitive advantage, revealing the secret for helping their customers understand the compelling benefits of using their products, ideas, or services. Building a StoryBrand does this by teaching listeners the seven universal story points all humans respond to, the real reason customers make purchases, how to simplify a brand message so people understand it, and how to create the most effective messaging for websites, brochures, and social media.

Whether you are the marketing director of a multibillion-dollar company, the owner of a small business, a politician running for office, or the lead singer of a rock band, Building a StoryBrand will forever transform the way you talk about who you are, what you do, and the unique value you bring to your customers.

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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
By David Meerman Scott

Wiley
Paperback (304 pages)

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
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  • John Wiley Sons Inc
Product Description:
The essential roadmap for the new realities of selling when buyers are in charge

Sales and service are being radically redefined by the biggest communications revolution in human history. Today buyers are in charge! There is no more 'selling'―there is only buying. When potential customers have near perfect information on the web, it means salespeople must transform from authority to consultant, product narratives must tell a story, and businesses must be agile enough to respond before opportunity is lost.

The New Rules of Sales and Service demystifies the new digital commercial landscape and shows you how to stay ahead of the pack. Companies large and small are revolutionizing the way business gets done, and this book takes you inside the new methods and strategies that are critical to success in the modern market. Real-world examples illustrate the new marketplace in action, and demonstrate the brilliant utility of taking a new look at your customer and your business. This new edition has been updated to reflect the current reality of this rapidly-evolving sphere, with fresh strategies, new tools, and new stories. Whether you're an independent contractor, a multi-national corporation, a start-up, or a nonprofit, this book is your essential guide to navigating the new digital marketplace.

 David Meerman Scott provides up-to-the-minute analysis of the current state of the digital commercial landscape, plus expert guidance toward the concepts, strategies, and tools that every business needs now.

Among the topics covered in detail:

  • Why the old rules of sales and service no longer work in an always-on world
  • The new sales cycle and how informative Web content drives the buying process
  • Providing agile, real-time sales and service 24/7 without letting it rule your life
  • The importance of defining and understanding the buyer personas
  • How agile customer service retains existing clients and expands new business
  • Why content-rich websites motivate interest, establish authority, and drive sales
  • How social media is transforming the role of salesperson into valued consultant

Because buyers are better informed, and come armed with more choices and opportunities than ever before, everything about sales has changed. Salespeople must adapt because the digital economy has turned the old model on its head, and those who don't keep up will be left behind. The New Rules of Sales and Service is required reading for anyone wanting to stay ahead of the game and grow business now.

Online Customer Service For Dummies?
By Keith Bailey

Brand: For Dummies
Paperback (273 pages)

Online Customer Service For Dummies?
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Product Description:
Who would wait two to three days for a response when you could go to anther site offering the same product and get an answer instantaneously? A strong foundation of customer service, therefore, is essential for online survival. Online Customer Service For Dummies explains how to survive.
100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multichannel World
By Martin Newman

Kogan Page
Released: 2018-08-28
Paperback (304 pages)

100 Practical Ways to Improve Customer Experience: Achieve End-to-End Customer Engagement in a Multichannel World
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Product Description:

SHORTLISTED: Business Book Awards 2019 - Sales and Marketing Category

Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business.

A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.

The Network Is Your Customer: Five Strategies to Thrive in a Digital Age
By David L. Rogers

Yale University Press
Released: 2011-01-11
Kindle Edition (335 pages)

The Network Is Your Customer: Five Strategies to Thrive in a Digital Age
 
Product Description:
"An incredibly useful and valuable guidebook to the new consumer economy. Buy it. Learn from it. Succeed with it."—;Jeff Jarvis, author of What Would Google Do "This is the stuff that every business and nonprofit needs to embrace if they're going to succeed in a changing world."—;Vivian Schiller, CEO of NPR With clear analysis and practical frameworks, this book provides a strategic guide that any business or nonprofit can use to succeed in the digital age. Marketing expert David Rogers examines how digital technologies—;from smartphones to social networks—;connect us in frameworks that transform our relationships to business and each other. To thrive today, organizations need new strategies—;strategies designed for customer networks. Rogers offers five strategies that any business can use to create new value: type=disc ;be faster, be easier, be everywhere, be always on ;become a source of valued content CUSTOMIZE—;make your offering adaptable to your customer's needs CONNECT—;become a part of your customers' conversations COLLABORATE—;involve your customers at every stage of your enterpriseRogers explains these five strategies with over 100 cases from every type and size of business—;from shoes to news, and software to healthcare. In The Network Is Your Customer he shows: UL type=disc How Apple harnessed a host of collaborators to write apps for its iPhone How IBM designed a videogame to help sell its enterprise software How Ford Motors inspired an online community to build brand awareness for its new Fiesta...and countless other cases from consumer, b2b, and nonprofit categories.; The book outlines a process for planning and implementing a customer network strategy to match your customers, your business, and your objectives—;whether you need to drive sales, to enhance innovation, to reduce costs, to gain customer insight, or to build breakthrough products and services. Because today, whatever your goals and whatever your business, the network is your customer.
eCommerce Best Practices - How to market, sell, and service customers with internet technologies
By Thomas M McFadyen

McFadyen Solutions
Paperback (366 pages)

eCommerce Best Practices - How to market, sell, and service customers with internet technologies
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The eCommerce market is getting crowded. Thousands of organizations put up a shopping cart for about $20 per month, but a few dozen exceed a billion dollars per year of eCommerce revenue. In this increasingly competitive eCommerce market the best practices separate the highly profitable, high growth businesses from masses. This book provides tools for organizations at different points along the rapidly evolving eCommerce spectrum. eCommerce Best Practices compiles valuable lessons learned by the professionals at McFadyen Solutions who have implemented over 100 large-scale eCommerce sites over past decade. Many of these sites have over 1,000,000 SKU s, 1,000,000 users, 1,000,000 dollars/day sales, 1,000,000 order-items shipped per day, and 1,000,000 web assets under management.
High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
By Micah Solomon

AMACOM
Released: 2012-05-23
Hardcover (208 pages)

High-Tech, High-Touch Customer Service: Inspire Timeless Loyalty in the Demanding New World of Social Commerce
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STEVE WOZNIAK, Apple co-founder: "Micah Solomon conveys an up-to-the minute and deeply practical take on customer service, business success, and the twin importance of people and technology."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
SETH GODIN: "It's hard to imagine an organization with front line employees that won't benefit from the ideas in this book."
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"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
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HONORS RECEIVED:
-SETH GODIN's "Must-Read Reading List,"Late Spring 2012 
-CIO Magazine: "Must-read, Summer 2012"
-Readitfor.me:"The 8 new business books you need to read NOW"
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Description: In an age of social media, smartphones, self-service, and six-second attention spans, High-Tech, High-Touch Customer Service throws your business a lifeline. Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment--lashing out at those that don't.

Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to survive--and thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover:

* Six major customer trends and what they mean for your business
* Eight unbreakable rules for social media customer service
* How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content
* The rising power of self-service--and how to design it properly
* How to build a company culture that breeds stellar customer service 


High-Tech, High-Touch Customer Service
reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wide--online and off. 


About the Author

"A new guru of customer service excellence is Micah Solomon."-- The Financial Post

MICAH SOLOMON, a successful entrepreneur and business leader, is a top keynote speaker and consultant on customer service, sales, and marketing issues, the customer experience, and company culture for our digitally connected times. He co-authored the bestselling Exceptional Service, Exceptional Profit and his expertise has been featured in Fast Company, Bloomberg BusinessWeek, Inc. Magazine, Forbes.com, NBC and ABC television programming, and elsewhere.


   

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