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Customer Service: Books

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Here are some books about customer service:

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Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships
By Katie Delahaye Paine

Wiley
Hardcover (272 pages)

Measure What Matters: Online Tools For Understanding Customers, Social Media, Engagement, and Key Relationships
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Product Description:
In an online and social media world, measurement is the key tosuccess

If you can measure your key business relationships, you canimprove them. Even though relationships are "fuzzy and intangible,"they can be measured and managed-with powerful results.

Measure What Matters explains simple, step-by-stepprocedures for measuring customers, social media reputation,influence and authority, the media, and other keyconstituencies.

  • Based on hundreds of case studies about how organizations haveused measurement to improve their reputations, strengthen theirbottom lines, and improve efficiencies all around
  • Learn how to collect the data that will help you betterunderstand your competition, do strategic planning, understand keystrengths and weaknesses, and better respond to customerpreferences
  • Author runs a successful blog and serves as a measurementconsultant to companies such as Facebook, Southwest Airlines,Raytheon, and Allstate

Don't draw conclusions or make key decisions based on guesswork.Instead, Measure What Matters and the difference will showin the most important measure: your bottom line.

Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
By Peter Hernon & Robert E. Dugan

Alpha Pub House
Paperback (232 pages)

Assessing Service Quality: Satisfying the Expectations of Library Customers, Third Edition
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Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors
  • Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services
  • Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined
  • Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction
  • Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric
  • Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups
This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
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."
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .
"Clearly the best book on customer service management written in the last decade." Professor Frank Allen Philpot, George Mason University School of Management
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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"
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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.
Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
By Stephen Coscia

CRC Press
Released: 1999-01-11
Paperback (143 pages)

Customer Service Over the Phone: Techniques and Technology for Handling Customers Over the Phone
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Exceptional customer service is crucial to a successful phone-based business. Quality service can secure customer loyalty, while poor service can lose it. This concise guide examines every important scenario that a customer service representative is likely to encounter and shows how to best handle each situation. It also explains how to make effective use of voice mail, email, fax, and letters. ;
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.
Internet Marketing: The Definitive Beginner's Guide: 13 Proven Online Marketing Strategies To Get More Customers And Make More Money (Internet Marketing ... Business, Internet Marketing Strategies)
By Adam Richards

Released: 2015-02-17
Kindle Edition (94 pages)

Internet Marketing: The Definitive Beginner s Guide: 13 Proven Online Marketing Strategies To Get More Customers And Make More Money (Internet Marketing ... Business, Internet Marketing Strategies)
 
Product Description:

Internet Marketing: The Definitive Beginner's Guide


### LIMITED TIME OFFER 40% OFF ### ( Regularly priced at $4.99 )

Does Internet Marketing sound too complicated for you?

Or perhaps you already have an idea but you're not entirely sure where to actually start from? I totally get it!

There are indeed many different methods of marketing something online, be it a product, service or business.

You are about to discover how to maximize 13 proven online marketing strategies to get more customers and get more exposure (and profits of course) for your brand, business, product or service.

The book Internet Marketing: The Definitive Beginner's Guide - 13 Proven Online Marketing Strategies To Get More Customers And Make More Money is a all-in-one packed beginner's guide, that provides ways and methods to get the most out of your marketing efforts regardless of the strategy you choose. It covers a wide array of topics such as content marketing, article marketing and blogging, podcasting and video marketing, Kindle marketing, email marketing, forum marketing, PPC advertising (Facebook ads), seach engine marketing (SEM), press release marketing and online classified advert marketing.

You will be given instructions on how to optimize each one of these strategies and of course their advantages and disadvantages respectively. You will be able to evaluate them and make an informed and educative choice on which one suits better you and your needs. This alone will save you time and energy (and of course money) that would have otherwise be spent on the wrong marketing channels. So, do your research properly, decide and commit on the strategy of your choice and of course keep track of everything so you can later evaluate your return on investment (ROI).

Here Is A Quick Preview Of What's Inside...


  • #1 Blogging
  • #2 Article Marketing
  • #3 Podcasting
  • #4 Kindle Marketing
  • #5 E-Mail Marketing
  • #6 Content Marketing
  • #7 Forum Marketing
  • #8 Social Media Marketing
  • #9 Video marketing
  • #10 PPC Advertising
  • #11 Search Engine marketing
  • #12 Press Release Marketing
  • #13 Online Classified Advert Marketing


This book will not be offered at this highly discounted price forever. If you want to learn more about Internet marketing and how you can put your business, product or service in front of millions of potential customers, then make sure to get your discounted copy today for just $2.99!

Download Your Copy Right Now



Tags: internet marketing for beginners, online marketing for beginners, online marketing for small business, digital marketing strategy, how to market your business, how to market online, internet marketing strategies, internet marketing 2014, digital marketing, digital marketing strategy, blogging for beginners, article marketing, content marketing, podcast, video marketing, youtube, email marketing, ppc, search engine marketing
Customer Experience For Dummies
By Roy Barnes

For Dummies
Released: 2014-11-07
Paperback (360 pages)

Customer Experience For Dummies
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Gain, engage, and retain customers with positive experiences

A positive customer experience is absolutely essential tokeeping your business relevant. Today's business owners need toknow how to connect and engage with their customers through avariety of different channels, including online reviews and word ofmouth. Customer Experience For Dummies helps you listen toyour customers and offers friendly, practical, andeasy-to-implement solutions for incorporating customer engagementinto your business plans and keep the crowds singing yourpraises.

The book will show you simple and attainable ways to increasecustomer experience and generate sales growth, competitiveadvantage, and profitability. You'll get the know-how tosuccessfully optimize social media to create more loyal customers,provide feedback that keeps them coming back for more, become atrustworthy and transparent entity that receives positive reviews,and so much more.

  • Gives you the tools you need to target customers moreprecisely
  • Helps you implement new social and mobile strategies
  • Shows you how to generate and maintain customer loyalty inorder to achieve success through multiple channels
  • Explains how a fully-engaged customer can help you outperformthe competition
  • Learn how to respond effectively to customer feedback

Your brand's reputation and success is your lifeblood, andCustomer Experience For Dummies shows you how to stayrelevant, add value, and win and retain customers.

1 Hour From Success: How to Start Your Online Business, Increase Sales, Drive Traffic, and Please Your Customers
By Mike Raft

Released: 2018-07-29
Kindle Edition (59 pages)

1 Hour From Success: How to Start Your Online Business, Increase Sales, Drive Traffic, and Please Your Customers
 
Product Description:
This book is a small and comprehensive guide for people who want to start up an online business or grow their existing online business. It will take under 1 hour to read, but it is everything I have learned in 7 years of growing a successful online business. These are the exact methods we've used in the last 7 years to make over $1.8 million, and grow our shop sales to $70,000 per month. Don't waste your time with methods that won't provide results. As you have probably noticed, a multitude of information is available about how to have a successful Etsy shop, but that's the problem. With all this information out there, how will you know what works? Sometimes there's just "1 thing" that's keeping you from success. This book is full of those "1 things." With this book, you will learn key practical solutions. When it comes to having an online store, there are many "tricks of the trade."

Here's what you will learn:

-Your business plan: A critical recipe for success.
-SEO: Search Engine Optimization. 6 things you need to know.
-Listing images: 3 things you need to know.
-6 business policies that will put your shop on top.
-Branding: a necessary component.
-How to grow your business most effectively.
-How to reduce advertising costs and get the best ad rates available.
-How to ship your items inexpensively and get the best shipping rates.
-How to deal with customer issues, bad reviews, and returns.
-3 ways to minimize damage when you have problems with an order.
-3 ways to have bad reviews removed.

Included are these helpful checklists:

#1. Business start-up checklist.
#2. Income and expenses checklist.
#3. SEO management checklist.
#4. Advertising checklist.
#5. Final checklist.

Join me on your path to entrepreneurial success and we will walk through the knowledge you need to succeed!
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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Product Description:
True Influence Top 25 B2B Must-Read Books of 2017 Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 LinkedIn Marketing Solutions 25 Must-Read Marketing Books in 2017 Mashable Best New Marketing Books to Read in 2017 Think you know your customers? Think again. The best companies in the world discover what their customers desire-and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you're well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and: Gain invaluable insights into who they 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 much more When you learn to provide your customers with exactly what they want, they not only buy-they come back again and again...and bring their friends.


   

 
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