Delivering Effective Social Customer Service

Beschreibung

Social Customer Service is new. Social Media is the biggestthing happening to the customer service industry since the mid1960s when modern day call centres were born. It is takingcustomers and organisations into untested ways of relating:transparently, collaboratively, instantly. The consequences ofgreat and poor service are forever changed. Customer appetite has promoted this form of interaction to thevery front of a race to understand. How do digital brands andempowered customers actually behave? Social Customer Service has become Marketing's R&D laband a listening hub for the rest of the organisation. It is nowwhere corporate reputations are most likely to be won and lost. 'Delivering Effective Social Customer Service' is acomplete reference for achieving excellence in this new discipline.It caters to both novice and expert. It is perfect source materialfor service leaders and digital marketers to read together. EveryCXO will recognise in the book a blueprint from which to buildtheir next generation organisation. Even ambitious team leadersshould snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of thecompetencies that matter. The book is jammed full of strategicinsight, action lists, best practice tips and interviews. All theresources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already takenplace and will continue to be offered as another way of engagingwith the book's key lessons. An online resource of thereference material is also provided. Options for an onlinecommunity are under consideration. This book is the first of its kind. A distillation of whathas so far been collectively discovered. Then filtered and expandedthrough the collective experience of two leading authorities oncustomer service: Carolyn Blunt and Martin Hill-Wilson.

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Martin Hill-Wilson

Themen in »Delivering Effective Social Customer Service«

Business & Management Marketing & Sales Marketing u. Vertrieb Wirtschaft Wirtschaft u. Management

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"We're in an era where customer service is beingrefined almost daily. Martin and Carolyn are gifted inexploring new territory, identifying the trends and issues thatmatter most, and making them accessible and relevant. Thebook is insightful, fun to read and thought provoking - awelcome addition to literature in the customer serviceprofession." --Brad Cleveland, Author and Consultant, founding partnerand former President/CEO, International Customer ManagementInstitute (ICMI) "Social media doesn't have to be an unmanaged'complaint box'. In Delivering Effective SocialCustomer Service, you'll learn how to use social media toimprove service, engage with consumers and build loyalrelationships." --Bob Thomson, Founder&CEO, CustomerThink Corp.
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