Small and startup businesses have it tough. You have to be chief cook and bottle-washer, CEO,CFO, CMO, CTO, CPO, CSO and much more, usually without (much) help. Oh, and how do you stay in touch with your customers in this increasingly-social world?
I just finished reading what I think is a great book for those small and growing businesses. It’s Marsha Collier‘s The Ultimate Online Customer Service Guide: How to Connect with your Customers to Sell More!
Don’t think of as a “customer service” book. You’ll not learn anything about AHT, call routing, ticketing systems or capacity planning. Rather you’ll learn everything you need to know about “..connect with your customers…” Really. The book is positively an encyclopedia of hints and tips for the small and growing business. If you’re a small business or one that doesn’t want to remain small, you’ll get at least 3-5 ideas in your first read that you can use right now that will help you grow.