Winning at Social Customer Care

Dan Gingiss

• 08 maart 2017
• 9781542732383

Samenvatting:

This is the kind of book that you don’t read once; you read it forever.—Jay Baer, president of Convince and Convert and author of Hug Your Haters: How to Embrace Complaints and Keep Your Customers

Social media has changed customer service forever. It has shifted power from brands to consumers, requiring a different way of thinking about customer engagement.

Dan Gingiss has interviewed dozens of business leaders on his podcast, Focus on Customer Service. From those conversations and his own real-world experience at multiple Fortune 300 companies, Gingiss has developed a series of best practices called “8 Steps to Winning at Social Customer Care.”

Learn how to:

• navigate social media’s growing role in the overall customer experience
• develop your own Social Customer Care Philosophy
• decide which technology provider fits with your company
• recruit and train a stellar team of social customer service agents
• establish a scalable process, including crisis management and proactive customer service
• integrate Social Customer Care with the rest of your business