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Blunt, Carolyn

Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

Blunt, Carolyn - Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation, ebook

29,75€

Ebook, ePUB with Adobe DRM
ISBN: 9781118662656
DRM Restrictions

Printing82 pages with an additional page accrued every 9 hours, capped at 82 pages
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Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed.

Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave?

Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost.

‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos!

The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap.

Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration.

This book is the first of its kind.  A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.

Keywords: Marketing & Sales, delivering effective social customer service, social media customer service, reputational damage, social business, social customer service revolution, martin hill-wilson, Carolyn blunt, social media small business, social media branding, social media customer service book, social media customer service guide, social media management, social media marketing tips, social media branding tips, social media marketing strategy, social media branding strategy, social media marketing campaign, customer service, social media and customer service, social media in business, customer service social media, business social media, social media marketing tools, using social media for customer service

Author(s)
 
Publisher
John Wiley and Sons, Inc.
Publication year
2013
Language
en
Edition
1
Page amount
272 pages
Category
Economy
Format
Ebook
eISBN (ePUB)
9781118662656
Printed ISBN
9781118662670

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