Winning at social customer care
Subtitle: how top brands create engaging experiences on social media
By: Dan Gingiss ; foreward by Jay Baer
Publisher: CreateSpace Independent Publishing Platform
Published: 2017
Language: eng
Number of pages: 169
ISBN-13: 9781542732383
Subjects: Internet in public relations; Social media; Statistics; Internet marketing; Social aspects; Marketing; Internet advertising; Online social networks
Description: "Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience. This book teaches you how top brands are 'winning' at customer service in social media, and provides the tools to do the same at your company"--
Notes: Includes bibliographical references and index.
Table of contents: title: Start with a great customer experience; title: Social media's role in customer experience; title: Why social customer care; title: Philosophy (winning at social customer care step #1); title: Technology (winning at social customer care step #2); title: Team selection (winning at social customer care step #3); title: Training (winning at social customer care step #4); title: Process (winning at social customer care step #5); title: Reporting (winning at social customer care step #6); title: Integration with the core business (winning at social customer care step #7); title: Integration with CRM (winning at social customer care step #8); title: The proliferation of messaging apps; title: Other social customer core channels; title: The future of social customer care.