At Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques
Technology and social media tools have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this? Instead, it seems as if customer service is at an all time low, and that the few companies who are choosing to focus on their customers are experiencing a great competitive advantage. At Your Service explains the importance of refocusing your business on your customers and your employees, and just how to do it.
- Explains how to create a culture of empowered employees who understand the value of a great customer experience
- Advises on the need to communicate that experience to their customers and potential customers
- Frank Eliason, recognized by BusinessWeek as the 'most famous customer service manager in the US, possibly in the world,' has built a reputation for helping large businesses improve the way they connect with customers and enhance their relationships
At Your Service will appeal to leaders, managers, business owners, customer service professionals, and anyone who wants to learn how to add value to their organization.
Foreword jeff jarvis xi
Foreword brian solis xv
Chapter 1 This Could Be Your Brand 1
Chapter 2 Welcome to Our World of @YourService 7
Chapter 3 It Starts with a Capital C 18
Chapter 4 Do You Tell Your Customers Not to Call You? 25
Chapter 5 Let Me Check with My Boss 34
Chapter 6 The Social Media Hype 40
Chapter 7 The Starting Point 46
Chapter 8 The Snarky Web 51
Chapter 9 Scalable Intimacy 56
Chapter 10 Intimate Connections 65
Chapter 11 The Social Business 78
Chapter 12 Connecting 81
Chapter 13 The First Weeks at Comcast 86
Chapter 14 What Is Your Customer Guarantee? 92
Chapter 15 Tweet Tweet 99
Chapter 16 Driving Change in an Organization 109
Chapter 17 Social Customer Service Is a Failure 115
Chapter 18 An Inside Look at a Call Center 119
Chapter 19 The Basic Tenets of Service 130
Chapter 20 Is Service One of Your Values? 137
Chapter 21 Do You Trust Your Service Team? 142
Chapter 22 The Tail Wagging the Dog 149
Chapter 23 How Do You Speak? 158
Chapter 24 Startle Your Customer 166
Chapter 25 Responding to Social Media Crisis 171
Chapter 26 Doing Social Good 184
Chapter 27 Scale of Change 188
Chapter 28 Who Is Your Chief Customer Officer? 193
Chapter 29 The Power in You 197
Chapter 30 The Relationship Hub 201
Frank Eliason has built his career on building relationships with a diverse community of employees, Consumers, Small Business Owners, and Corporate Customers. He has been described as the "most famous Customer service manager in the United States, and possibly the world," as a result of his revolutionary approach to Customer relations while Director of Digital Care at Comcast. After leaving Comcast, Frank joined Citibank as the SVP of Social Media Strategy. His work has been recognized by many news organizations, including ABC News, CNN, Bloomberg TV, the New York Times, and Bloomberg Businessweek. He is also one of the most sought-after thought leaders on social media and Customer experience, and regularly participates in panels and speaking engagements.
Not since the second industrial revolution has business seen such change. In just the past few years we have seen a revolution in technology, most noteably in the technology and social media tools that have made it easier than ever for companies to communicate with consumers. They can listen and join in on conversations, solve problems, get instant feedback about their products and services, and more. So why, then, are most companies not doing this?
In his new book, @ Your Service: How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques (Wiley, April 2012; Hardcover and ebook; $24.95) Frank Eliason explains the importance of refocusing a business on its customers and your employees, and just how to do it. He provides insights into how customers are changing the landscape of business and what businesses needs to do to respond in today's hyperconnected world, with idea such as:
- The ways in which customers will identify a culture for you, no matter how transparent a business is (or isn’t)
- How to create an environment where customers want to share their story
- How to identify value no matter where customers are talking
- How to guide passionate employees in the right direction so that they can become excellent ambassadors for a brand
- Guidelines for building scalable intimacy, where employees or a company create a personal connection to a customer
- How to identify failures that exist, correct them, and ultimately build the service experience you may already believe your company offers.
This book relates to everyone who has ever been frustrated by customer service, or the lack of focus on employees and customers over the years, including CEOs, business owners, customer service professionals, or anyone who is trying to learn more about why their own organization is not functioning as they envision. For these professionals, @ Your Service explains how to create a culture of empowered employees who understand the value of a great customer experience and inspire trust in your customers.