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

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Use Social and Viral Technologies to Supercharge your Customer Service!


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 Fortune 500 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



About Peter Shankman

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Peter Shankman is the founder of Help a Reporter Out (HARO), the largest free source repository for journalists in the world, as well as the founder and CEO of The Geek Factory, Inc., a 15-year-old marketing, branding, and PR company based in New York City with clients worldwide. His PR and social media clients have included AmEx, Sprint, the US Department of Defense, Royal Bank of Canada, Snapple, Saudi Aramco, Walt Disney World, Discovery Networks, Harrah's Hotels, and many others. He is the author of Can We Do That?!, which has been named one of the six "must read" PR books by PR Channel, and Customer Service: New Rules for a Social-Enabled World. He is a frequent speaker and has presented at such venues as South by Southwest, BlogWorld, The Public Relations Society of America, and many other trade shows. Shankman sits on the advisory boards of several companies, as well as on the NASA Civilian Advisory Council.
Published December 16, 2010 by Que Publishing. 207 pages
Genres: Business & Economics, Computers & Technology. Non-fiction

Unrated Critic Reviews for Customer Service

Business Insider

Small Business Trends is an award-winning online publication for small business owners, entrepreneurs and the people who interact with them.

May 14 2011 | Read Full Review of Customer Service: New Rules f...

Small Business Trends

“The key to good customer service through social media starts in the company as a whole….The happier the employees are, the better they’ll be at administering stellar customer service…If the company is happy, good customer service becomes second nature.”.

May 14 2011 | Read Full Review of Customer Service: New Rules f...

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