《New Book Condition + How To Use Social & Viral Technologies to Supercharge Your Customer Service》Peter Shankman - CUSTOMER SERVICE : NEW RULES fLFOR A SOCIAL MEDIA WORLD
Legendary online marketer Shankman, founder of Help a Reporter Online (HARO), reveals how to make the most of social and viral media in customer service. This book shares everything he learned in founding HARO and other online startups and through his 25-year career online. 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 Fortune500 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 Twenty years ago, if you had a bad experience at a restaurant or with a certain product, you told your friends and family members. That particular company may have lost a few potential customers in the process but they were blissfully ignorant of that fact. Unless you also sent them a scathing letter, they probably didn’t even know the incident occurred. Today, everyone tweets. If your company messes up, someone will undoubtedly tweet about it. They may even provide video. In a few minutes, that piece of information gets retweeted and passed on to anyone with access to the Internet. This is happening, everyday. Of course, you can choose to stay blissfully ignorant or you can find out what people are saying or you can use this information to make things right. If you want to understand social media and how it can help you help your customers, Customer Service is a good resource. This book not only shows you where you should be looking for your customer’s comments but also what you should be looking for. Not all complaints should be treated equally. Each require a different level of attention and some even require a bit of finesse. About the Author : Peter Shankman–PR Week Magazine has described Peter as “redefining the art of networking,” and Investor’s Business Daily has called him “crazy, but effective.” Peter Shankman is a spectacular example of what happens when you harness the power of Attention Deficit Hyperactivity Disorder (ADHD) and make it work to your advantage. An entrepreneur, author, speaker, and worldwide connector, Peter is recognized worldwide for radically new ways of thinking about social media, PR, marketing, advertising, creativity, and customer service. Peter is perhaps best known for founding Help A Reporter Out (HARO), which in under a year has become the de-facto standard for thousands of journalists looking for sources on deadline, offering them more than 125,000 sources around the world looking to be quoted in the media. HARO is currently the largest free source repository in the world, sending out over 1,500 queries from worldwide media each week. HARO’s tagline, “Everyone Is an Expert at Something,” proves over and over again to be true, as thousands of new members join at helpareporter.com each week. In addition to HARO, Peter is the founder and CEO of The Geek Factory, Inc., a boutique social media and marketing strategy firm located in New York City, with clients worldwide. His blog (www.shankman.com), which he launched as a website in 1995, both comments on and generates news and conversation. Peter’s PR and social media clients have included the Snapple Beverage Group, NASA, The U.S. Department of Defense, Walt Disney World, The Ad Council, American Express, Discovery Networks, New Frontier Media, Napster, Juno, Dream Catcher Destinations Club, Harrah’s Hotels, and many others. In addition, he sits on the board of the Scott-e-Vest, the world’s first technologically enabled clothing line. Peter is the author of Can We Do That?! Outrageous PR Stunts That Work and Why Your Company Needs Them (Wiley and Sons 2006) and is a frequent keynote speaker and workshop presenter at conferences and tradeshows worldwide, including The Public Relations Society of America, The International Association of Business Communicators, CTIA, CTAM, CES, PMA, OMMA, Mobile Marketing Asia, and the Direct Marketing Association. A marketing pundit for several national and international news channels, including Fox News, CNN, and MSNBC, Peter is frequently quoted in major media and trade publications, including The Wall Street Journal, Los Angeles Times, New York Daily News, Associated Press, Reuters, CNN, and USA Today. Peter started his career in Vienna, Virginia, with America Online as a senior news editor. He helped found the AOL Newsroom and spearheaded coverage of the Democratic and Republican 1996 conventions, which marked the first time an online news service covered any major political event. Born and raised in New York City, Peter still lives there with his two psychotic cats, Karma and NASA, who consistently deny his repeated requests to relinquish the couch. In the few hours of spare time Peter has per month, he’s a frequent runner, with 13 completed marathons and countless triathlons to his credit, and is a “B” licensed skydiver, specializing in free-flying.
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