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Book Cover
Author Gingiss, Dan, author.

Title Winning at social customer care : how top brands create engaging experiences on social media / Dan Gingiss ; foreward by Jay Baer.

Publication Info. South Carolina : CreateSpace Independent Publiching, [2017]


Location Call No. Status
 New Britain, Main Library - Non Fiction  658.872 GIN    Check Shelf
 Newington, Lucy Robbins Welles Library - New Materials  658.872 GINGISS    DUE 02-09-18 Billed
Description 169 pages : black and white illustrations ; 24 cm
Bibliography Includes index and bibliographic resources.
Contents 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.
Subject Marketing -- Social aspects -- United States.
Marketing -- United States -- Statistics.
Internet marketing -- Social aspects.
Internet advertising -- Social aspects.
Social media and society -- Marketing.
Online social networks -- Social aspects -- Marketing.
Internet in public relations -- Social aspects -- Marketing.
ISBN 9781542732383
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