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|a MAIN
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1 |
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|a Blunt, Carolyn,
|d 1976-
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1 |
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|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.
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| 264 |
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1 |
|a Chichester, England :
|b Wiley,
|c 2013.
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| 264 |
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4 |
|c ©2013
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| 300 |
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|a 1 online resource (252 pages) :
|b illustrations
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| 336 |
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|a text
|b txt
|2 rdacontent
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| 337 |
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|a computer
|b c
|2 rdamedia
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| 338 |
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|a online resource
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|2 rdacarrier
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| 500 |
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|a Includes index.
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|a Online resource; title from PDF title page (ebrary, viewed November 07, 2013).
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|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.
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8 |
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|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.
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8 |
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|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?
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8 |
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|a 1. Develop a common view of customers2. Do joint business planning and projects; 3. Merge customer analytics; Final thoughts; Ending or Beginning?; Index.
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|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.
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| 650 |
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0 |
|a Consumer satisfaction.
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| 650 |
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|a Customer relations
|x Management.
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| 650 |
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0 |
|a Customer services.
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| 650 |
|
4 |
|a Consumer satisfaction.
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| 650 |
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4 |
|a Customer relations
|x Management.
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| 650 |
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4 |
|a Customer services.
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| 650 |
|
7 |
|a BUSINESS & ECONOMICS
|x Industrial Management.
|2 bisacsh
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| 650 |
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|a BUSINESS & ECONOMICS
|x Management.
|2 bisacsh
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| 650 |
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7 |
|a BUSINESS & ECONOMICS
|x Management Science.
|2 bisacsh
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| 650 |
|
7 |
|a BUSINESS & ECONOMICS
|x Organizational Behavior.
|2 bisacsh
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| 650 |
|
7 |
|a Consumer satisfaction.
|2 fast
|0 (OCoLC)fst00876403
|
| 650 |
|
7 |
|a Customer relations
|x Management.
|2 fast
|0 (OCoLC)fst00885539
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| 650 |
|
7 |
|a Customer services.
|2 fast
|0 (OCoLC)fst00885545
|
| 655 |
|
4 |
|a Electronic books.
|
| 655 |
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0 |
|a Electronic books.
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| 700 |
1 |
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|a Hill-Wilson, Martin.
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| 700 |
1 |
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|a Ward, Andrew
|c (Designer)
|
| 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://doi.org/10.1002/9781118662663
|z Full Text via HEAL-Link
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| 994 |
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|a 92
|b DG1
|
