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Customer Service: New Rules for a Social Media World

Book Description

How to use social and viral technologies to supercharge customer service - and avoid disasters along the way

  • The breakthrough guide to leveraging social and viral media - by Peter Shankman, the legendary founder of HARO, one of today's hottest Internet growth companies

  • Actionable insights based on what's really happening right now - not yesterday's news or academic theory

  • How to build customer loyalty, trust, and credibility online - and rebuild it after a customer service catastrophe

In this book, legendary online marketer Peter Shankman reveals how to make the most of social and viral media in customer service. Shankman is founder of Help a Reporter Online (HARO), one of the world's fastest-growing online businesses. This book shares everything he learned in founding HARO and other online startups and through his extraordinary 16-year career online. Shankman covers all this, and more: " Getting smarter about social networking every day " Choosing which online media make sense for you - and which you can " Learning from other companies' viral "disasters" " Gaining customer loyalty, trust, and credibility on the web " Rebuilding your credibility after you've taken a public "hit" online " Making sure everyone hears your customers when they compliment you " Capturing all your customer knowledge and using it in real time " Keeping people talking - and not just about you This practical, relentlessly realistic tutorial is designed to engage readers with simple, straight-to-the-point facts and techniques they can understand and immediately apply. As Shankman puts it: "You don't need an army - or a team of 300 social media junkies. Southwest Airlines does it with a few people. Same thing with Comcast. And yes, same thing with HARO." You can, too - and this book will show you how.