ZOMBIE LOYALISTS: USING GREAT SERVICE TO CREATE RABID FANS

Book ID/图书代码： 14B75548

English Summary/英文概要： Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls ’Zombie Loyalists,’ fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers and demand that their friends to do the same.

So how do you get this rabid following? There’s been a lot of lip service given to customer loyalty over the past few years, but most companies still don’t realize that a points program or a slew of untargeted emails simply won’t do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, he shows how you can create your own customer army.

Chinese Summary/中文概要： 市场营销和公关专家彼得•沙克曼一直与世界最大的公司打造他所谓的"死忠拥护者"忠实用户，这些死忠粉丝将会帮助公司大大地开发出新的客户群、拓展品牌意识，最重要的是，增加企业效益。毕竟，为了能挽留住你手头现有的客户，你必须要向全世界来证明自己品牌的价值意义所在，不是吗？想像一下，一大批顾客群体，在没有被要求的情况下，自愿地在为你的公司做着公关，市场和广告推广工作。这些消费群体就是"死忠拥护者"。他(她)们会掏钱购买你卖的任何一件商品，不但回复忠诚的回复你的邮件，而且同样会让自己的亲友们做到。所以你如何处理这类狂热粉丝？在过去数年中，往往是通过口头敷衍上的漂亮承诺来回应客户的信赖，但大多数公司没有意识到，这些简单的目标性程序，或是一连串看似毫不相关的邮件其实并非看上去那么简单。有那么多的产品和平台可供客户选择，神奇的客户服务将会是真正让你领先于竞争对手的唯一必杀技。看看像丽思卡尔顿酒店、美国商业银行和喜达屋酒店这些优秀企业，还有一些规模较小的企业正着手打算把他们旗下的客户变成死忠拥护者，彼得将向你展示如何打造属于你自己的客户群落。(Sandy)

Awards/获奖情况：《出版人周刊》点评： “市场营销和公关专家彼得•沙克曼向我们展示了一部轻松幽默，具有实战型的终极商战指南手册，这部手册帮助你创建一支和自己公司一同成长的死忠客户群…寓教于乐的方式是任何一位企业业主或是执行人有意把客户群体打造成品牌形象大使的必读之物。”

“Marketing and PR expert Shankman offers a hilarious, astute, and ultimately practical guide to creating customers so satisfied they’ll promote your company with zombie-like fervor…this entertaining yet valuable work is a must-read for any business owner or executive interested in turning satisfied customers into avid brand ambassadors.” —Publishers Weekly

"At the end of the day, all business comes down to customer service. If you want to win in the new customer-centric economy, check this book out." —Gary Vaynerchuk, best-selling author, The Thank You Economy

"If anyone in any organization can’t figure out how to create loyal customers after reading this book, then their brains have obviously already been eaten by meat-eating zombies." —Debbie Moren, CEO, Moren Enterprises and Former Disney Customer Service Leader

“Over the years, Peter has created his own Zombie Loyalists, and I count myself as one! Now he is taking you and your business to new levels with his surefire strategies. The world around us has changed, and business must change with it. Your customers are key!” —Frank Eliason, Author of @YourService

"At Steiner Sports, our entire company is a customer service department, dedicated to bringing our customers closer to the game. We strive for every customer to become a Zombie Loyalist, and this book is a key to delighting customers both on and off the field." —Brandon Steiner, CEO, Steiner Sports

About the Author/作者介绍： Peter Shankman 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 The Geek Factory, Inc. 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.

Format:HARDCOVER

Rights Status/版权销售情况：Simplified Chinese/简体中文：AVAILABLE

Complex/Traditional Chinese/繁体中文：AVAILABLE

Sales in other countries/其他国家销售情况：

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