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Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation /
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 u...
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Chichester, England :
Wiley,
2013.
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| Temas: | |
| Acceso en línea: | Texto completo Texto completo |
MARC
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| 100 | 1 | |a Blunt, Carolyn, |d 1976- |1 https://id.oclc.org/worldcat/entity/E39PCjthHB7H64m4FWJx4XF64y | |
| 245 | 1 | 0 | |a Delivering effective social customer service : |b how to redefine the way you manage customer experience and your corporate reputation / |c Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward. |
| 264 | 1 | |a Chichester, England : |b Wiley, |c 2013. | |
| 264 | 4 | |c ©2013 | |
| 300 | |a 1 online resource (252 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 500 | |a Includes index. | ||
| 588 | 0 | |a Online resource; title from PDF title page (ebrary, viewed November 07, 2013). | |
| 505 | 0 | |a Cover; Title page; Copyright page; Contents; Foreword; A Quick Introduction to Reading This Book; Chapter 1: Where Were You When It All Changed?; The politics of social transparency; Chapter 2: Understanding Social Customer Behaviour; Customers and their use of social networks; Service expectations; Chapter 3: The Ecosystem for Social Customer Service; Big picture perspective; Mapping the territory; Visualizing the ecosystem; Operational considerations; Customer data; Chapter 4: The Roadmap for Social Customer Service; Chapter 5: Using Peer-to-Peer Support in Your Service Strategy. | |
| 505 | 8 | |a Community dynamics -- why it worksHow peer-to-peer support fits with other channels and support infrastructure; The benefits of peer-to-peer support; Examples of peer-to-peer support; The outlook for peer-to-peer support; Chapter 6: How to Use Facebook for Social Customer Service; Setting up and operating Facebook as a customer service facility; Performance levels; Chapter 7: How to Use Twitter as a Service Channel; How people use Twitter; Why some organizations won't get involved; What's the business case for Twitter?; Twitter as part of your multi-channel strategy. | |
| 505 | 8 | |a 1. Channels multiply rather than die2. There is no such thing as a "killer" channel; The Twitter workflow; Chapter 8: Reputation and Crisis Management; When does a drama become a crisis?; Crisis best practice; Facebook and community best practice; Chapter 9: The Legalities of Social Interaction; Privacy, copyright and data protection are your responsibility; Who owns the content on social media profiles?; Retweet recourse; Mixing staff and social; The right to privacy?; Chapter 10: One Agenda: PR, Marketing and Customer Service Working Together; Why One Agenda? | |
| 505 | 8 | |a 1. Develop a common view of customers2. Do joint business planning and projects; 3. Merge customer analytics; Final thoughts; Ending or Beginning?; Index. | |
| 520 | |a 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. | ||
| 590 | |a ProQuest Ebook Central |b Ebook Central Academic Complete | ||
| 590 | |a O'Reilly |b O'Reilly Online Learning: Academic/Public Library Edition | ||
| 650 | 0 | |a Consumer satisfaction. | |
| 650 | 0 | |a Customer relations |x Management. | |
| 650 | 0 | |a Customer services. | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Industrial Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Management Science. |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Organizational Behavior. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer relations |x Management |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Hill-Wilson, Martin. | |
| 700 | 1 | |a Ward, Andrew |c (Designer) |1 https://id.oclc.org/worldcat/entity/E39PCjxfWVJyCRCkJRmXPTQbr3 | |
| 758 | |i has work: |a Delivering effective social customer service (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFBwg9R8d3VcCCqMG6xCcP |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Blunt, Carolyn. |t Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation. |d Chichester, England : Wiley, ©2013 |h xii, 238 pages |z 9781118662670 |
| 856 | 4 | 0 | |u https://ebookcentral.uam.elogim.com/lib/uam-ebooks/detail.action?docID=1501427 |z Texto completo |
| 856 | 4 | 0 | |u https://learning.oreilly.com/library/view/~/9781118662670/?ar |z Texto completo |
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