Cargando…
Social customer experience : engage and retain customers through social media /
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Indianapolis, Ind. :
Sybex/John Wiley & Sons,
2014.
|
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Cover; Titlepage; Frontmatter; Dedication; Acknowledgments; About the Authors; Foreword; Introduction; Part I: Social Customer Experience Fundamentals; Chapter 1: Social Media and Customer Engagement; The Social Feedback Cycle; The Social Web and Engagement; The Operations and Marketing Connection; Review and Hands-On; Chapter 2: The Social Customer; Who Is the Social Customer?; The Motives for Social Interaction; The Customer Experience and Social CRM; Outreach and Influencer Relations; Review and Hands-On; Chapter 3: Social Customer Experience Management; Understanding Customer Experience.
- Are You Ready for SCEM?SCEM and Measurement; The Essential Role of the Employee; Review and Hands-On; Chapter 4: The Social Customer Experience Ecosystem; Social Identities and Profiles; Social Applications; Social Channels; Use Brand Outposts and Communities; The Social Ecosystem; Review and Hands-On; Part II: Your Social Presence; Chapter 5: Social Technology and Business Decisions; Three Reasons for Social Customer Experience; Prioritization: Getting to the Conversations That Matter; Social Technology and Decision Support; Review and Hands-On.
- Chapter 6: Social Analytics, Metrics, and MeasurementWhy We Measure; Social Analytics; Know Your Influencers; Web Analytics; Business Analytics; Review and Hands-On; Chapter 7: Five Key Trends; Real-Time Engagement; Mobile Computing; Co-creation; Crowdsourcing; Gamification; Review and Hands-On; Part III: Social Customer Experience Building Blocks; Chapter 8: Customer Engagement; Hierarchy of Types; Level 1: Support; Level 2: Sales; Level 3: Innovation; Hierarchy of Value; Review and Hands-On; Chapter 9: Social CRM and Social Customer Experience; CRM, Social CRM, and SCE.
- The Case for IntegrationWhere This Is All Going; Review and Hands-On; Chapter 10: Social Objects; What Is a Social Object?; Social Objects: Types and Uses; The Future of Social Objects; Review and Hands-On; Chapter 11: The Social Graph; What Is a Social Graph?; Characteristics of Social Graphs; Social Graphs Spread Information; The Social Graph and Social Customer Experience; Review and Hands-On; Chapter 12: Social Applications; What Is a Social Application?; Social Applications Drive Engagement; Plan Your Social Customer Experience Platform; Review and Hands-On; Part IV: Appendixes.
- Appendix A: Terms and DefinitionsSocial Object; Social Application; Social Graph; Social Network; Social CRM and Social Customer Experience; Appendix B: Thought Leaders; Appendix C: Hands-On Exercises; Chapter 1: Social Media and Customer Engagement; Chapter 2: The Social Customer; Chapter 3: Social Customer Experience Management; Chapter 4: The Social Customer Experience Ecosystem; Chapter 5: Social Technology and Business Decisions; Chapter 6: Social Analytics, Metrics, and Measurement; Chapter 7: Five Key Trends; Chapter 8: Customer Engagement.