Details

<i>Introduction</i>. <p>1 The Art of Customer Service.</p> <p>2 Quality Real-World, Small-Business Customer Service.</p> <p>3 Using Your Web Site to Connect with Your Customer.</p> <p>4 Developing a Blog to Engage Customers.</p> <p>5 Connecting with Your Customers Where They Play.</p> <p>6 Microblogging for Service, Fun, and Profit.</p> <p>7 Checking Out Where Customers Review Your Business.</p> <p>8 Knowing Your Customers' Expectations: How to Connect.</p> <p>9 Platforms to Enhance the Experience.</p> <p>10 Engaging Your Employees as Brand Ambassadors.</p> <p>11 Pioneers of Online Community: How They Did It.</p> <p>12 Small-Business Examples: How They Did It Right.</p> <p>13 Lessons from Big Business: Leaders in Customer Service.</p> <p><i>Index</i>.</p>

<b>Marsha Collier</b> (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 <i>For Dummies</i> titles, she has built a following and has become an in-demand public speaker and media spokesperson.

<b>Praise for</b><br /> <b>THE ULTIMATE ONLINE CUSTOMER SERVICE GUIDE</b> <p>“<i>The Ultimate Online Customer Service Guide: How to Connect With Your Customers to Sell More!</i> is a great gift from author and entrepreneur Marsha Collier. Marsha defines the art of customer service, connection, and engagement, and teaches small businesses how to battle and win with big players. Marsha's bestselling “Starting an eBay Business for Dummies,” is a legend in online retailing. This new customer service tutorial delivers much more than the title and promise. If you read Marsha's books and apply her lessons, your business will grow. In this economy, make an investment in Marsha's new book. You won't be disappointed. “<br /> <b>—Kathy Ireland, CEO and Chief Designer, Kathy Ireland Worldwide</b></p> <p>“Social media and the economy has changed the game for Customer Service for companies large and small.   In this book Marsha provides the tactics and know-how to take your business to the next level.”<br /> <b>—Frank Eliason, Senior Vice President of Social Media, Citibank</b></p> <p>"Customer service is no longer a cost center. It's an opportunity. Marsha Collier gives you a first stab at getting it right."<br /> <b>— Chris Brogan, President New Marketing Labs</b></p> <p>"Marsha brings to light an often overlooked perspective in business, the voice and experiences of the customer. In a world where customers are the new influencers, this book is your guide to embracing empathy and new opportunities."<br /> <b>—Brian Solis, Author of Engage, <i>The Complete Guide for Building and Measuring Success in the Social Web</i></b></p> <p>"Everyone has a product, but customer service is where the rubber meets the road. Today's fastest growing companies go out of their way to offer exceptional service and connect with consumers through a first-rate online customer experience. As one of the world's sharpest minds in social media and online service, Marsha Collier is a must read for anyone serious about growing a business in the age of the digital consumer."<br /> <b>— Jordy Leiser, cofounder & CEO of STELLAService, The Authority for Online Customer Service</b></p>

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