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Biblioteca

MARC Lista (tabellare)
Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation / / Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward
Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation / / Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward
Autore Blunt Carolyn
Edizione [1st edition]
Pubbl/distr/stampa Chichester, England : , : Wiley, , 2013
Descrizione fisica 1 online resource (252 p.)
Disciplina 658.812
Altri autori (Persone) Hill-WilsonMartin
WardAndrew
Soggetto topico Consumer satisfaction
Customer relations - Management
Customer services
ISBN 1-118-66266-0
1-118-66265-2
1-118-77056-0
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
Nota di contenuto 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
Community 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
1. 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?
1. Develop a common view of customers 2. Do joint business planning and projects; 3. Merge customer analytics; Final thoughts; Ending or Beginning?; Index
Record Nr. UNINA-9910138857503321
Blunt Carolyn  
Chichester, England : , : Wiley, , 2013
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui
Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation / / Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward
Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation / / Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward
Autore Blunt Carolyn
Edizione [1st edition]
Pubbl/distr/stampa Chichester, England : , : Wiley, , 2013
Descrizione fisica 1 online resource (252 p.)
Disciplina 658.812
Altri autori (Persone) Hill-WilsonMartin
WardAndrew
Soggetto topico Consumer satisfaction
Customer relations - Management
Customer services
ISBN 1-118-66266-0
1-118-66265-2
1-118-77056-0
Formato Materiale a stampa
Livello bibliografico Monografia
Lingua di pubblicazione eng
Nota di contenuto 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
Community 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
1. 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?
1. Develop a common view of customers 2. Do joint business planning and projects; 3. Merge customer analytics; Final thoughts; Ending or Beginning?; Index
Record Nr. UNINA-9910812773203321
Blunt Carolyn  
Chichester, England : , : Wiley, , 2013
Materiale a stampa
Lo trovi qui: Univ. Federico II
Opac: Controlla la disponibilità qui