Did the world need yet another book about providing good customer service? Well, after you listen to this conversation with today’s guest, discussing his latest book, you’ll say yes.Always good to chat with my friend, Peter Shankman, business strategist, speaker, and best-selling author. He joined me to today discuss his latest book, Zombie Loyalists: Using Great Service to Create Rabid Fans, a book about how to create fanatically loyal customers who convert everyone they meet.
And apologies: Peter was in an airport lounge waiting on a flight, so sorry for the clinking and clanking commonly heard at your typical airport lounge…
Discussion topics during today’s conversation:
What is a Zombie Loyalist?
Why in the heck do we still need to write books about providing good customer service?
Is the marketplace (aka: You + Me) simply used to (and accepting of) average customer service?
And isn’t that where the real opportunity is here?
Can these principles be applied to both “B-to-C” and “B-to-B” sales scenarios?
One level above crap. And how you can “win” with that…
Why you need to listen to the wind…
It’s one thing to build a zombie loyalist army. It’s quite another when you lose one (or many). How do you handle that?
Does this require a massive organizational mindset shift, a daily refocusing? And if so, how?
But it’s more than just changing the mission statement. There’s an actual process here, yes?
How to enable your zombie loyalists to spread the word about you and your company…
More about Peter Shankman:
Peter is the author of Nice Companies Finish First and the founder of Help a Reporter Out (HARO), the largest free-source repository for journalists in the world. He is also the founder and CEO of ShankMinds Business Masterminds. His PR and social media clients have included AmEx, Sprint, the US Department of Defense, Royal Bank of Canada, Snapple, Walt Disney World, and many others. Learn more about him here. And learn more about the book here.
You can find Peter’s book here:
By Peter Shankman Zombie Loyalists: Using Great Service to Create Rabid Fans [Hardcover]