{"product_id":"delivering-effective-social-customer-service-how-to-redefine-the-way-you-manage-customer-experience-and-your-corporate-reputation-hardback-9781118662670","title":"Delivering Effective Social Customer Service; How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation (Hardback) 9781118662670","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eDelivering Effective Social Customer Service\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eHow to Redefine the Way You Manage Customer Experience and Your Corporate Reputation\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cem\u003e\u003cp\u003e\"We're in an era where customer service is being refined almost daily. Martin and Carolyn are gifted in exploring new territory, identifying the trends and issues that matter most, and making them accessible and relevant. The book is insightful, fun to read and thought provoking – a welcome addition to literature in the customer service profession.\"\u003cbr\u003e—\u003cb\u003eBrad Cleveland, Author and Consultant, founding partner and former President\/CEO, International Customer Management Institute (ICMI)\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\"Social media doesn't have to be an unmanaged 'complaint box'. In \u003ci\u003eDelivering Effective Social Customer Service\u003c\/i\u003e, you'll learn how to use social media to improve service, engage with consumers and build loyal relationships.\"\u003cbr\u003e—\u003cb\u003eBob Thomson, Founder\u0026amp;CEO, CustomerThink Corp.\u003c\/b\u003e\u003c\/p\u003e\u003c\/em\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eMartin Hill-Wilson (Author), Carolyn Blunt (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9781118662670, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 25 October 2013\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e272 pages\u003cbr\u003e23.6 x 16.3 x 2.1 cm, 0.513 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cem\u003e\u003cfont size=\"3\"\u003e\u003cp\u003e\"This book is an excellent introduction for those companies seeking to develop an online customer service resource through social media platforms and forums. It highlights the major minefields and provides workable, practical advice for organisations operating in any industry.\" (\u003cem\u003eB2B Marketing,\u003c\/em\u003e December 2013) \u003c\/p\u003e\n\u003cp\u003e\"\u003cem\u003eDelivering Effective Social Customer Service\u003c\/em\u003e is a complete reference for achieving excellence. It tackles the big strategic planning issues and also provides a wealth of practical best practice advice. Regardless of where you are on your social customer service journey, this book delivers a wealth of actionable insight.\" (\u003cem\u003eCall Centre Helper,\u003c\/em\u003e November 2013) \u003c\/p\u003e\n\u003cp\u003e\"It goes without saying that Blunt and Hill-Wilson's book will stay relevant for a good while yet.\" (\u003cem\u003eElite Business,\u003c\/em\u003e November 2013)\u003c\/p\u003e\u003c\/font\u003e\u003c\/em\u003e\u003c\/p\u003e\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eSocial Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed.\u003c\/p\u003e \u003cp\u003eCustomer 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?\u003c\/p\u003e \u003cp\u003eSocial Customer Service has become Marketing’s R\u0026amp;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.\u003c\/p\u003e \u003cp\u003e‘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!\u003c\/p\u003e \u003cp\u003eThe 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.\u003c\/p\u003e \u003cp\u003eEarly 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.\u003c\/p\u003e \u003cp\u003eThis 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.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003eA Quick Introduction to Reading This Book xi\u003c\/p\u003e \u003cp\u003e1 Where Were You When It All Changed? 1\u003c\/p\u003e \u003cp\u003e2 Understanding Social Customer Behaviour 17\u003c\/p\u003e \u003cp\u003e3 The Ecosystem for Social Customer Service 37\u003c\/p\u003e \u003cp\u003e4 The Roadmap for Social Customer Service 61\u003c\/p\u003e \u003cp\u003e5 Using Peer-to-Peer Support in Your Service Strategy 115\u003c\/p\u003e \u003cp\u003e6 How to Use Facebook for Social Customer Service 145\u003c\/p\u003e \u003cp\u003e7 How to Use Twitter as a Service Channel 165\u003c\/p\u003e \u003cp\u003e8 Reputation and Crisis Management 185\u003c\/p\u003e \u003cp\u003e9 The Legalities of Social Interaction 199\u003c\/p\u003e \u003cp\u003e10 One Agenda: PR, Marketing and Customer Service Working Together 219\u003c\/p\u003e \u003cp\u003eEnding or Beginning? 229\u003c\/p\u003e \u003cp\u003eIndex 231\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52421359632664,"sku":"9781118662670","price":14.19,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9781118662670.jpg?v=1784592095","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/delivering-effective-social-customer-service-how-to-redefine-the-way-you-manage-customer-experience-and-your-corporate-reputation-hardback-9781118662670","provider":"Freshly Printed Books","version":"1.0","type":"link"}