By Peter Shankman

ISBN-10: 078974709X

ISBN-13: 9780789747099

Use Social and Viral applied sciences to Supercharge your customer support!   utilizing social media, you could bring extraordinary shopper service–and generate a military of enthusiasts who’ll advertise you in solid occasions, and rescue you from catastrophe. Now, mythical affiliate internet marketing specialist Peter Shankman indicates you precisely how you can do all that–without spending a fortune! Shankman attracts on his vast event as founding father of the net development corporation HARO and advisor to a number of Fortune 500 consumers. He provides straight-to-the-point options for development client loyalty, belief, and credibility online–and rebuilding it while disaster moves. businesses worldwide are using huge, immense price from on-line customer support at remarkably low in cost. you could, too. Peter Shankman will convey you how–step-by-step, instantly!   You’ll find out how to:   • set up a small, strong social media staff on a decent price range • take heed to what your consumers, advisors, and markets are fairly announcing • Make clients think like rock stars from the instant they locate you • decide upon on-line media that take advantage of experience for you • save some time with structures that won’t assist you • Earn your customer’s loyalty, belief, and credibility • research from different businesses’ viral “disasters” • Rebuild your credibility after you’ve taken a public “hit” on-line • ascertain every body hears your clients after they praise you • trap your entire consumer knowledge–and use it in genuine time • preserve humans talking–and not only approximately you  

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Always go in with a plan. Even if it’s a quick, three-point plan, have one. Refer to it. Write it in pencil, so you can adapt and change it as needed. But have one! • Respond to your audience. Some say this should be the first step—and they have a point, sort of. You need to respond or react as quickly as possible. However, before you can get in front of the problem, you have to have a plan that you’ve created by understanding what went wrong and listening to why your audience is angry. Without LUP, R is useless.

You want that first customer to “go loyal” from the second she walks in. Customers who “go loyal” are more likely to blog, post, Facebook, and so on and are more likely to become influencers for their friends. You want to spot the person in the group to whom all the others turn for questions and advice. Treat that person well, and she’ll do your PR for you. And again, that’s your goal—both online and off. Think really hard. You know this has happened to you in the past. The key is remembering how you felt at that point and turning it around so your customers feel the same way.

So it was with a lot less than happiness when I uttered the term “uh oh” in February of 2009. I was holding a conference call for about 700 or so people, all of whom had paid $50 per head to attend. The conference call was about how best to pitch the media and included reporters Wow! Com> 20 C u s t o m e r S e r v i c e : N e w R u l e s f o r a S o c i a l M e d i a Wo r l d from the Wall Street Journal, the New York Times, and the Los Angeles Times, to name a few. I’d been promoting the call for a few months in advance.

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Customer Service: New Rules for a Social Media World (Que Biz-Tech) by Peter Shankman

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