Praise for @YourService
"Frank understands that one of the cheapest, most effective forms of marketing is called extraordinary customer service."—Seth Godin, author of We Are All Weird
"Eliason shows you how to enchant your customers by building trust and likability with the small, personal touches. His wisdom is bound to make your business flourish in this new age of fast, free, and ubiquitous social media."
—Guy Kawasaki, author of Enchantment and former chief evangelist of Apple
"At Zappos, we believe that if we get the culture right, then most of the other stuff, like delivering great customer service or building a long-term enduring brand, will happen naturally on its own. This book shows the clear impact that company culture can have on the customer experience."
—Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
"Compelling, personal, and illuminating, @YourService is a delight to read and essential if you have any influence at all on how your own company manages the customer experience!"
—Don Peppers and Martha Rogers, PhD, coauthors of Extreme Trust: Honesty as a Competitive Advantage
"@YourService talks about what customer service really means in the networked world and helps you get there. It helps you face the changes you need to make in your corporate culture, and how to realize the benefits of superior customer service. There is a lot on the technology required, but the focus is always about how people treat people."
—Craig Newmark, Customer Service Rep and founder of craigslist
Foreword jeff jarvis xi
Foreword brian solis xv
Acknowledgments xxi
Chapter 1 This Could Be Your Brand 1
Chapter 2 Welcome to Our World of @YourService 7
Chapter 3 It Starts with a Capital C 18
Chapter 4 Do You Tell Your Customers Not to Call You? 25
Chapter 5 Let Me Check with My Boss 34
Chapter 6 The Social Media Hype 40
Chapter 7 The Starting Point 46
Chapter 8 The Snarky Web 51
Chapter 9 Scalable Intimacy 56
Chapter 10 Intimate Connections 65
Chapter 11 The Social Business 78
Chapter 12 Connecting 81
Chapter 13 The First Weeks at Comcast 86
Chapter 14 What Is Your Customer Guarantee? 92
Chapter 15 Tweet Tweet 99
Chapter 16 Driving Change in an Organization 109
Chapter 17 Social Customer Service Is a Failure 115
Chapter 18 An Inside Look at a Call Center 119
Chapter 19 The Basic Tenets of Service 130
Chapter 20 Is Service One of Your Values? 137
Chapter 21 Do You Trust Your Service Team? 142
Chapter 22 The Tail Wagging the Dog 149
Chapter 23 How Do You Speak? 158
Chapter 24 Startle Your Customer 166
Chapter 25 Responding to Social Media Crisis 171
Chapter 26 Doing Social Good 184
Chapter 27 Scale of Change 188
Chapter 28 Who Is Your Chief Customer Officer? 193
Chapter 29 The Power in You 197
Chapter 30 The Relationship Hub 201
Index 207
Overview
Praise for @YourService
"Frank understands that one of the cheapest, most effective forms of marketing is called extraordinary customer service."—Seth Godin, author of We Are All Weird
"Eliason shows you how to enchant your customers by building trust and likability with the small, personal touches. His wisdom is bound to make your business flourish in this new age of fast, free, and ubiquitous social media."
—Guy Kawasaki, author of ...