At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques [NOOK Book]

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 ...

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At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques

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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 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

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Product Details

  • ISBN-13: 9781118282311
  • Publisher: Wiley
  • Publication date: 4/2/2012
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 240
  • File size: 692 KB

Meet the Author

Frank Eliason has built his career on building relationships with a diverse community of employees, Consumers, Small Business Owners, and Corporate Customers. He has been described as the "most famous Customer service manager in the United States, and possibly the world," as a result of his revolutionary approach to Customer relations while Director of Digital Care at Comcast. After leaving Comcast, Frank joined Citibank as the SVP of Social Media Strategy. His work has been recognized by many news organizations, including ABC News, CNN, Bloomberg TV, the New York Times, and Bloomberg Businessweek. He is also one of the most sought-after thought leaders on social media and Customer experience, and regularly participates in panels and speaking engagements.

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Table of Contents

Foreword

Chapter 1 This Could Be Your Brand

Chapter 2 Welcome to Our World of @YourService

Chapter 3 It Starts with a Capital 'C'

Chapter 4 Do You Tell Your Customer's Not to Call You?

Chapter 5 Let Me Check with My Boss

Chapter 6 The Social Media Hype

Chapter 7 The Starting Point

Chapter 8 The Snarky Web

Chapter 9 Scalable Intimacy

Chapter 10 Intimate Connections

Chapter 11 The Social Business

Chapter 12 Connecting

Chapter 13 The First Weeks At Comcast

Chapter 14 What is Your Customer Guarantee?

Chapter 15 Tweet Tweet

Chapter 16 Driving Change in an Organization

Chapter 17 Social Customer Service is a Failure

Chapter 18 An Inside Look at a Call Center

Chapter 19 The Basic Tenets of Service

Chapter 20 Who do you Trust Building Your Brand?

Chapter 21 Building Trust Agents

Chapter 22 Measuring Success

Chapter 23 Winning with your Customers

Chapter 24 Creating Memorable Experiences

Chapter 25 Responding to Social Media Crisis

Chapter 26 Doing Social Good

Chapter 27 Scale of Change

Chapter 28 Who is Your Chief Customer Officer?

Chapter 29 The Power In You

Chapter 30 The Relationship Hub

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