Social media is my favorite.
I co-wrote a Customer Service Manager "Bootcamp in a Book" with Marilyn Suttle. Titled "Taming Gladys! The Busy Leader's Guide to Creating Fierce Customer Loyalty," this book was self-published on CreateSpace, and became an Amazon best seller in the customer service category in the U.S., Canada and Germany.
I co-authored a book with Marilyn Suttle, titled "Who's Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan," published by AMACOM/NY in September 2009.