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The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More!
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The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More!

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3.92  ·  Rating details ·  12 Ratings  ·  3 Reviews
Make your online customers happy--and create new ones--with this winning guide Social media gives you an unparalleled vehicle for connecting and engaging with an unlimited number of customers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They follow back. They handle complaints immediately. ...more
Hardcover, 252 pages
Published January 4th 2011 by John Wiley & Sons (first published December 15th 2010)
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Feb 24, 2011 rated it liked it
eBay marketing expert and author Marsha Collier returns to bookstores with “The Ultimate Online Customer Service Guide: How to Connect with Your Customers to Sell More” (Wiley). In it, Collier, a long time internet user (can you say UseNet?) shows readers how the old adage “the customer is king” can be applied in the modern-day marketplace. We’ve all heard the stories of how certain companies aided their customer relationships by creating a robust online feedback loop (famously Comcast, Zappos, ...more
JP
Jul 30, 2013 rated it liked it
What does a business need to know to be effective online? Collier explains it thoroughly, based on her own experience as a retailer and consultant dating back to the initial days of online commerce. The book is filled with plenty of solid advice about communicating genuinely and quickly. What I appreciated most was the variety of historical examples she provides, referencing both well known and local firms that have succeeded in their markets.
Dan Graham
Apr 09, 2011 rated it it was ok
A good checklist of customer service touch points to watch out for online but I didn't find any really interesting data backed studies. Mostly anecdotal information.
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