Customer Service by Peter Shankman

Customer Service by Peter Shankman

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 Fortune500 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

As a major voice in the travel space, I'm no stranger to poor customer service-and how to fix itPeter has proven multiple times that it's the little things you do before the meltdown occurs that will save your company. I encourage anyone working with clients or customers to read this book-multiple times!

-Christopher Elliott

Consumer advocate

Ombudsman

National Geographic Traveler

I've always said the three most important things in business are customer service, customer service, and customer service. Now I'll add a fourth-read this book!

-Dayna Steele

Speaker, business consultant, and author of

Rock to the Top:What I Learned about Success from the World's Greatest Rock Stars

There is no question that customer service and, even more, customer perception can make or break your business. I am glad that social media uber-guru Peter Shankman has finally deigned to share his secrets with the rest of us. This book belongs in every businessperson's library. It's in mine!

-Charles Justiz

Retired NASA pilot and author of Specific Impulse

Peter's a buzzsaw of ideas. The big risk is that your head will explode before you implement this all. The beauty of a book is that you can read it slowly. Peter's mind moves so fast that, were you to receive these ideas in person, you couldn't possibly write fast enough to keep up.

-Chris Brogan

President, Human Business Works, and publisher

chrisbrogan.com

Peter Shankman gets his kicks jumping out of perfectly good airplanes. As it turns out, that avocation may be an apt analogy for the world of social media. It is rising up to meet you-fast-and if you don't pull the 'tweet' chord in time, you are destined to crater. Shankman offers a compelling, engaging, humorous checklist of do's and don'ts for those who are still in a freefall-a bit dazed-wondering what happened to all the tried-and-true rules of advertising, marketing, and PR. Shankman knows the answer, and he can barely contain his enthusiasm in sharing his insights. He is a leading social networking evangelizer-that is why so many blue-chip companies seek him out. And that is why I selected him to be on the NASA Advisory Council Education and Public Outreach Committee. His advice is not rocket science, but it isn't always what you might predict. As skydivers like to say, you'll be fine so long as you don't do anything stupid. Read this book and you will know how to be smart-in 140 characters or less!

-Miles O'Brien

formerly of CNN

I'll give you my favorite piece of advice from Peter right here: don't have a goal of making something viral. Make it good, and it will go viral. Peter shares my belief: don't treat your customers well after something has gone wrong. Treat them well at every interaction.

-Franco Bianchi

President & CEO

Haworth, Inc.

Peter Shankman–PR Week Magazine has described Peter as “redefining the art of networking,” and Investor’s Business Daily has called him “crazy, but effective.” Peter Shankman is a spectacular example of what happens when you harness the power of Attention Deficit Hyperactivity Disorder (ADHD) and make it work to your advantage. An entrepreneur, author, speaker, and worldwide connector, Peter is recognized worldwide for radically new ways of thinking about social media, PR, marketing, advertising, creativity, and customer service.

 

Peter is perhaps best known for founding Help A Reporter Out (HARO), which in under a year has become the de-facto standard for thousands of journalists looking for sources on deadline, offering them more than 125,000 sources around the world looking to be quoted in the media. HARO is currently the largest free source repository in the world, sending out over 1,500 queries from worldwide media each week. HARO’s tagline, “Everyone Is an Expert at Something,” proves over and over again to be true, as thousands of new members join at helpareporter.com each week.

 

In addition to HARO, Peter is the founder and CEO of The Geek Factory, Inc., a boutique social media and marketing strategy firm located in New York City, with clients worldwide. His blog (www.shankman.com), which he launched as a website in 1995, both comments on and generates news and conversation.

 

Peter’s PR and social media clients have included the Snapple Beverage Group, NASA, The U.S. Department of Defense, Walt Disney World, The Ad Council, American Express, Discovery Networks, New Frontier Media, Napster, Juno, Dream Catcher Destinations Club, Harrah’s Hotels, and many others. In addition, he sits on the board of the Scott-e-Vest, the world’s first technologically enabled clothing line.

 

Peter is the author of Can We Do That?! Outrageous PR Stunts That Work and Why Your Company Needs Them (Wiley and Sons 2006) and is a frequent keynote speaker and workshop presenter at conferences and tradeshows worldwide, including The Public Relations Society of America, The International Association of Business Communicators, CTIA, CTAM, CES, PMA, OMMA, Mobile Marketing Asia, and the Direct Marketing Association.

 

A marketing pundit for several national and international news channels, including Fox News, CNN, and MSNBC, Peter is frequently quoted in major media and trade publications, including The Wall Street Journal, Los Angeles Times, New York DailyNews, Associated Press, Reuters, CNN, and USA Today.

 

Peter started his career in Vienna, Virginia, with America Online as a senior news editor. He helped found the AOL Newsroom and spearheaded coverage of the Democratic and Republican 1996 conventions, which marked the first time an online news service covered any major political event.

 

Born and raised in New York City, Peter still lives there with his two psychotic cats, Karma and NASA, who consistently deny his repeated requests to relinquish the couch. In the few hours of spare time Peter has per month, he’s a frequent runner, with 13 completed marathons and countless triathlons to his credit, and is a “B” licensed skydiver, specializing in free-flying.

SKU	Unavailable
ISBN 13	9780789747099
ISBN 10	078974709X
Title	Customer Service
Author	Peter Shankman
Series	Que Biz-Tech Ser
Condition	Unavailable
Binding Type	Paperback
Publisher	Pearson Education (US)
Year published	2011-01-20
Number of pages	208
Cover note	Book picture is for illustrative purposes only, actual binding, cover or edition may vary.