Make your online customers happy — and create new ones

After writing over 30 successful books on ecommerce, I learned there is nothing 'common" about the customer. Customers are the soul of business. Social media gives an unparalleled vehicle for connecting and engaging with an unlimited number of prospective buyers. Yet this vehicle is different than other, more impersonal forms. With social media, reps become part of their customers' lives. They handle complaints immediately. They grow their brands by involving themselves in communities.

My experience in retail, then ecommerce and eBay for the past 14 years shows me that 21st century marketing, based on community is the most efficient way to grow your customer base. As co-founder of Twitter's highly successful #custserv chat, I have seen companies who do it right - and those who don't.

The Ultimate Online Customer Service Guide gives you the keys to authentic and engaged service to customers through social media. Using a blend of traditional and social media customer service case studies, and instructions on how to execute quality customer service, this book enables you to access the opportunities that social media presents as a means of serving customers.

* Authentically use social media to connect with customers to boost your bottom line
* Attract new customers through your online presence
* Achieve higher Merchandise Sales with quality customer service

Social media gives you a new and growing realm to distinguish your business. Create a productive presence in this interactive space with The Ultimate Online Customer Service Guide.

  • 2012 Forbes Top 50 Social Media Power Influencers
  • 2012 30 Best Female Bloggers
  • 2012 Small Business Book Awards: Startup Book Category,Starting an eBay Business For Dummies
  • 2012 The 100 Most Powerful Women On Twitter
  • 2011 Forbes Top 10 Women Social Media Influencers
  • 2011 PeerIndex #1 Customer Experience Online Influencers
  • Top 25 Most Influential in Customer Service: MindTouch
  • 140 Characters Conference 2009 NOW Award Winner
  • One of Top 10 LA Tech & Twitter Voices in the Los Angeles Tech Scene by Ranker
  • Current Books in print:
    1. AARP Facebook
    2. eBay For Dummies 7th Edition
    3. Starting an eBay Business For Dummies 4th ed
    4. The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More
    5. Twitter and Facebook For Seniors For Dummies
    6. eBay For Seniors For Dummies
    7. eBay Business All-in-One For Dummies, 2nd Edition
    8. eBay For Dummies, 6th Edition
    9. eBay PowerSeller Business Practices For Dummies
    10. eBay Timesaving Techniques For Dummies
    11. eBay Listings That Sell For Dummies
    12. Starting an eBay Business For Dummies, 3rd Edition
    13. Starting an E-Bay Business for Dummies (Audio CD)
    14. PayPal For Dummies (forward)
    15. eBay Bargain Shopping For Dummies
    16. Santa Shops on eBay
    17. eBay Para Dummies (Spanish)
    18. eBay-Schnappchen Fur Dummies (German)
    19. Mein eBay-Shop (German)
    20. 开创你的eBay商务 玛莎•科莉尔,,,美国 (Chinese)
    21. eBay Pour Les Nuls (French)
    22. eBay Per Negati (Italian)
    23. eBay For Dummies adapted for Australia
    24. eBay For Canadians For Dummies
    25. Starting an eBay Business For Canadians For Dummies
    26. For Dummies
    27. Starting a Business on for Dummies
    28. Business All-in-One for Dummies
  • Tuesday, February 15, 2011

    New Reviews!

    Thank you for visiting my new book site. I'm adding review's and interviews as they happen. Please enjoy the newest by Guy Kawasaki in the American Express Open Forum.