The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!

Overview

Create the online service that wins customers and keeps theirloyalty

Whether you create an online business from scratch or makeonline customer outreach a part of your already establishedbusiness, you are opening your virtual doors to hundreds ofmillions of potential customers. The possibilities for yourbusiness growth may seem limitless. And they can be—but onlyif you instill in your business the model and mission of customerservice that has ...

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Overview

Create the online service that wins customers and keeps theirloyalty

Whether you create an online business from scratch or makeonline customer outreach a part of your already establishedbusiness, you are opening your virtual doors to hundreds ofmillions of potential customers. The possibilities for yourbusiness growth may seem limitless. And they can be—but onlyif you instill in your business the model and mission of customerservice that has built successful businesses for centuries.

Through personal experience in building her first onlinebusiness on eBay, and her contacts with hundreds of businessesaround the world, Marsha Collier has learned firsthand that goodcustomer service can launch a small business into thestratosphere—while bad customer service can break the biggestconglomerate. With humor, fascinating research, and sensibleadvice, The Ultimate Online Customer Service Guide willdemonstrate how any business can maximize its local orinternational customer outreach and even tailor its growth to meetboth short-term and long-term goals. Collier explains:

  • The choices available for online communication and how to usethem to create a customized outreach program
  • Methods to integrate healthy customer service habits into yourapproach—and your employees’ approach.
  • Ways to zero in on the online forums and communities that area part of your customers’ lives—and become a vitalplayer in those areas
  • The implications that good, bad, or indifferent customerservice have on your online reputation—and how far thatreputation can travel

With fascinating examples of companies that have succeeded orfailed in online customer service, as well as case studies ofinnovative customer outreach strategies, The Ultimate OnlineCustomer Service Guide brings the winning strategies to lifethat can put any company on the road to greater growth andlong-term success.

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Product Details

  • ISBN-13: 9780470637708
  • Publisher: Wiley
  • Publication date: 1/4/2011
  • Edition number: 1
  • Pages: 252
  • Sales rank: 1,336,654
  • Product dimensions: 6.10 (w) x 9.10 (h) x 1.00 (d)

Meet the Author

Marsha Collier (www.marshacollier.com) is an online business authority, retail expert, radio personality, and bestselling author who trains individuals to make money online. She launched an eBay business in the early days of the site, becoming one of the world's forecast eBay entrepreneurs and a charter member o eBay's elite "PowerSellers" since 1998. The author of several bestselling For Dummies titles, she has built a following and has become an in-demand public speaker and media spokesperson.

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Table of Contents

Introduction.

1 The Art of Customer Service.

2 Quality Real-World, Small-Business Customer Service.

3 Using Your Web Site to Connect with Your Customer.

4 Developing a Blog to Engage Customers.

5 Connecting with Your Customers Where They Play.

6 Microblogging for Service, Fun, and Profit.

7 Checking Out Where Customers Review Your Business.

8 Knowing Your Customers' Expectations: How to Connect.

9 Platforms to Enhance the Experience.

10 Engaging Your Employees as Brand Ambassadors.

11 Pioneers of Online Community: How They Did It.

12 Small-Business Examples: How They Did It Right.

13 Lessons from Big Business: Leaders in Customer Service.

Index.

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