Zombies Dead Ahead! (It’s Cool, Though — You WANT These Zombies.)
Contributor Peter Shankman argues how stellar customer service, helped along by social media, can help you build an undead army of loyalists.
Peter Shankman is a marketing and customer service futurist who has consulted to brands as diverse as Saudi Aramco, Norwegian Cruise Lines, Hyundai, and Taj hotels. He is co-owner of customer service consultancy Shankman|Honig and the author of four books including "Zombie Loyalists: How To Use Amazing Service To Create An Army of Loyal Customers", "Nice Companies Finish First: Why Cutthroat Management is Over and Collaboration is in", and "Customer Service: New Rules for a Social Media World". Peter was the founder of Help a Reporter Out (HARO), a source-finding service for journalists that was later sold to Vocus.