Dimensions
161 x 228 x 12mm
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 25-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.
Peter Shankman (New York, NY) is an entrepreneur, author, and speaker who is recognized worldwide for radically new ways of thinking about Social Media, PR, marketing, advertising, creativity, and customer service. He is best known for founding Help A Reporter Out, (HARO), which has rapidly become the de facto standard for thousands of journalists looking for sources on deadline, offering them more than 125,000 sources around the world. He is also founder and CEO of The Geek Factory, Inc., a boutique Marketing and PR Strategy firm located in New York City, with clients worldwide. His PR and social media clients have ranged from Snapple to NASA, Walt Disney World to Napster.
