Reviews/Media

Kathy Ireland, CEO and Chief Designer, kathy ireland Worldwide:

"The Ultimate Online Customer Service Guide, How to Connect With Your Customers to Sell More, is a great gift from author and entrepreneur, Marsha Collier. Marsha defines the art of customer service, connection, engagement and teaches small businesses how to battle and win with big players. Marsha’s best selling “Starting an eBay Business for Dummies”, is a legend in online retailing. This new customer service tutorial delivers much more than the title and promise. If you read Marsha’s books and apply her lessons, your business will grow. In this economy, make an investment in Marsha’s new book. You won’t be disappointed."

Chris Brogan, President New Marketing Labs:
"Customer service is no longer a cost center. It's an opportunity. Marsha Collier gives you a first stab at getting it right."

Brian Solis, Author of Engage, the complete guide for building and measuring success in the social web:
"Marsha brings to light an often overlooked perspective in business, the voice and experiences of the customer. In a world where customers are the new influencers, this book is your guide to embracing empathy and new opportunities."

Frank Eliason, Senior Vice President Citi, former @ComcastCares: 

"Social media and the economy has changed the game for Customer Service for companies large and small. In this book Marsha provides the tactics and know-how to take your business to the next level."

Jordy Leiser, CEO of STELLAService, The Authority for Online Customer Service":

"Everyone has a product, but customer service is where the rubber meets the road. Today's fastest growing companies go out of their way to offer exceptional service and connect with consumers through a first-rate online customer experience. As one of the world's sharpest minds in social media and online service, Marsha Collier is a must read for anyone serious about growing a business in the age of the digital consumer."

INTERVIEWS / REVIEWS:
1/17/11: Sunday Driving with Radio Host Author Marsha Collier by Jessica Northey
1/28/11: Customer Bill of Rights by Lan Nguyen
2/03/11: Where Your Customers Go, You Must Follow by Rieva Lesonsky
2/08/11: American Express Open Forum: The Art of Online Customer Service by Guy Kawasaki
2/11/11: The Social Customer: Is Marketing the New Customer Service or Is Customer Service the New Marketing?
2/16/11: Investors.com: Build Web Relationships
2/21/11: The Social Media Explorer: Spring Book Reviews by Jason Falls
2/22/11: BlogOnBooks.com: Short Cuts: Money, Shopping, Service and more
2/28/11: Getting a Grip on the New Customer Service by TJ McCue
3/15/11: 3 Ways Online Customer Service Boosts Sales Get Satisfaction Blog
7/15/11: Small Business? How NOT to Stay Small… by Mark Pilipczuk

AMAZON Reviews:

5.0 out of 5 stars Want to Grow Your Business in 2011? Focus on the Online Space. THIS book Is MUST READ!, January 20, 2011

By 

Shelly Kramer "Shelly Kramer" (Kansas City, MO) 

This review is from: The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More! (Hardcover)

Marsha Collier is brilliant when it comes to online business and even MORE brilliant when it comes to customer service. Her track record in writing best-selling books proves that. And this is yet another to add to a business owner's arsenal of tools that can help them differentiate themselves from the competition. Online business is different than offline business. And Marsha clearly has her finger on the pulse of what it takes to be successful online, how to treat customers in a way that keeps them coming back for more, and how to listen in the online space and monitor your brand - and learn from your customers and prospects. I own a full service marketing firm and work with clients in the online space on a daily basis -- and yet, there are still things that reading Marsha's great book taught me. Trust me on this one, if I can learn from this savvy businesswoman, YOU can learn even more. Don't think about buying this book - do it. Now. Your business will never be the same.

Shelly Kramer
@shellykramer
CEO, V3 Integrated Marketing

5.0 out of 5 stars A Great Investment, January 15, 2011

By 

Jessica Gottlieb "Mommy Blogger" (Los Angeles, CA)   

This review is from: The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More! (Hardcover)

Marsha (who is a friend) sent me a copy of this book, and I was prepared to like it because I like Marsha.

What I wasn't prepared for, was to love it, and to learn so much. This is a well researched guide to customer service. She uses real life examples of what does and doesn't work online. So much of customer service should be intuitive, but online the rules are slightly different.

If you are new to online communities or if you are new to customer service this book could keep you from making some very embarrassing mistakes. If you are a seasoned CSR this is also a book that will help you hone your skills and remind you what your job is.

For everyone who has wondered why companies need to be online monitoring their reputations, this is a book that will tell you why and how.