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Start with a great customer experience --Social media's role in customer experience -- Why social customer care -- Philosophy (winning at social customer care step #1) -- Technology (winning at social customer care step #2) -- Team selection (winning at social customer care step #3) -- Training (winning at social customer care step #4) -- Process (winning at social customer care step #5) -- Reporting (winning at social customer care step #6) -- Integration with the core business (winning at social customer care step #7) -- Integration with CRM (winning at social customer care step #8) -- The proliferation of messaging apps -- Other social customer core channels -- The future of social customer care.
Summary
"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." -- Page 4 of cover.