Every month they release a series of "Manifestos" which are connected to published texts.
The Manifestos are great previews to the books themselves and make for a much better prelude compared to a free chapter for example.
The manifesto talks about how Customer Service is essentially becoming the New Marketing; the New P.R.; even the New Crisis Communication. Here's a little blurb/descriptor:
Never before in the history of business and marketing has customer service been as front and center. So much so that it is being transformed and reborn in front of our very eyes as arguably one of THE most mission critical components that can make or break a business today.
The Manifesto for Customer Service documents this sea change, introduces the 10 NEW rules of customer service and introduces a key hypothesis, namely that customer service needs to be elevated to the front office; to that of a strategic imperative which becomes A if not THE key differentiator in the board room and beyond.
The rise of social media, social networks and word-of-mouth across a connected, digital and virtual expanse have given us a glimpse into the power and potential of the ability or inability to solve problems, address concerns head on and in select – but increasing – occasions, humble a might behemoth corporation and bring it to its knees. It all begins with what is perhaps the most important issue business and marketing execs will need to come to terms with in 2010 and beyond: how to create an organization that is mobilized, structured and empowered to be responsive, empathetic, accessible, connected and human in the hearts, minds, and wallets of their most prized assets, their customers AND their employees.
Bottom line: this is not your grandfather’s customer service.
Download it, enjoy it, Tweet or retweet it (#flipthefunnel), share it and most importantly, use it to your heart's content.
New from Change This: The Customer Service Manifesto by Joseph Jaffe http://bit.ly/ay2Caw
And if you like what you read, give the book a shot as well.
You won't be disappointed I assure you.