As far as customer service is concerned, 84% of US consumers get in touch with brands through social media, chat or email.
Whether you have held a customer service position for a brand, or had to deal with customer service as a consumer, you know how critical it is.
Zappos CEO Tony Hsieh shares the same conviction:
We view the lifetime value of a customer to be a moving target that can increase if we can create more and more positive emotional associations with our brand through every interaction that a person has with us.
In his best-selling book Delivering Happiness, Hsieh explains:
- Why customer service is the responsibility of the entire company, not one department only.
- Where impressing customers through service — delivering “wow” moments — leads you (hint: profits).
- How one customer service representative at Zappos ended up ordering pizzas for a customer.
- When it makes sense to actually “fire a customer” — yes, you read that well.
This book is not strictly about customer service, but it is definitely a good read for Social Media Managers.
Plus, it’s pretty fun.
Delivering happiness is available here on Amazon.
Happy reading 😉