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.

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.

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.

“Many positive things to say, but one essential component is this: In contrast to ‘canned’ presentations, great speakers take the time to analyze who is in the room and WHY they are there. Putting themselves in the shoes of the audience allows them to tailor their presentations in order to truly DELIVER for the crowd. Marsha does this in spades.”

“I’ve had the privilege of working with Marsha Collier for the past year, to discuss strategies for delivering spectacular online and social customer service. In a foggy time of increasing complexity, Marsha’s guidance has been a beacon of clarity. She understands the perfect way to help brands build a legacy of loyal, lifetime customers. From the underlying motivations of the buyer to the detailed brand responses, Marsha knows and shows how online customer service was, is and should be.”

“Marsha personifies the rare combination of top-tier expert AND approachable guide. These complementary gifts allow her to be both a gracious mentor to eager learners and a trusted advisor to industry experts.”

“There are precious few who care as deeply for customer advocacy and speak as powerfully and eloquently for change. I would heartily, robustly and earnestly recommend Marsha Collier for ANY customer-centric speaking, consulting or authoring engagement.”

“Marsha ROCKS! OMG, the words, the presentation and her style is impeccable. Marsha delivers usable knowledge for business owners and teams that will improve top and bottom line results. Her topic on customer service and its importance to business is life changing. I am so glad I got a chance to meet her and call her friend. As a speaker myself it is always good to be inspired by others in our field, Marsha inspires!”

“Marsha is one of the most ethical business people I have ever had the pleasure to associate with. She writes informative educational books that are honest and straightforward making them a valuable resource to new businesses.

“She is a true lady and professional with a profound knowledge of her field. I have been very lucky to know her and been affected by her wisdom.”

Marsha is a true force of nature. She’s a super writer whose style fit right in with the “For Dummies” series from the beginning. She’s a born self-promoter, and an excellent teacher. She’s taught me so much about eBay, as she has for millions of others in the eBay community.

Your site is full of great advice! Thanks for everything!

I’m so glad I found your website! It has been so helpful!

“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.”

Customer service is no longer a cost center. It’s an opportunity. Marsha Collier gives you a first stab at getting it right.