LEADER 04501nam 2200697 450 001 9910812773203321 005 20200520144314.0 010 $a1-118-66266-0 010 $a1-118-66265-2 010 $a1-118-77056-0 035 $a(CKB)2550000001138490 035 $a(EBL)1501427 035 $a(OCoLC)862049475 035 $a(SSID)ssj0001155788 035 $a(PQKBManifestationID)11618753 035 $a(PQKBTitleCode)TC0001155788 035 $a(PQKBWorkID)11188146 035 $a(PQKB)10724589 035 $a(Au-PeEL)EBL1501427 035 $a(CaPaEBR)ebr10788038 035 $a(CaONFJC)MIL538191 035 $a(OCoLC)868973379 035 $a(CaSebORM)9781118662670 035 $a(MiAaPQ)EBC1501427 035 $a(EXLCZ)992550000001138490 100 $a20131107d2013 uy 0 101 0 $aeng 135 $aurunu||||| 181 $ctxt 182 $cc 183 $acr 200 10$aDelivering effective social customer service $ehow to redefine the way you manage customer experience and your corporate reputation /$fCarolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward 205 $a1st edition 210 1$aChichester, England :$cWiley,$d2013. 210 4$dİ2013 215 $a1 online resource (252 p.) 300 $aIncludes index. 311 $a1-118-66267-9 311 $a1-306-06940-8 327 $aCover; 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 327 $aCommunity dynamics - why it works How 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 327 $a1. Channels multiply rather than die 2. 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? 327 $a1. Develop a common view of customers 2. Do joint business planning and projects; 3. Merge customer analytics; Final thoughts; Ending or Beginning?; Index 330 $aSocial Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960's when modern day call centres were born. 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 606 $aConsumer satisfaction 606 $aCustomer relations$xManagement 606 $aCustomer services 615 0$aConsumer satisfaction. 615 0$aCustomer relations$xManagement. 615 0$aCustomer services. 676 $a658.812 700 $aBlunt$b Carolyn$01633107 701 $aHill-Wilson$b Martin$01633108 701 $aWard$b Andrew$01633109 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910812773203321 996 $aDelivering effective social customer service$93972696 997 $aUNINA