• icon
    Thanh toán đa dạng, linh hoạt
    Chuyển khoản ngân hàng, thanh toán tại nhà...
  • icon
    Miễn Phí vận chuyển 53 tỉnh thành
    Miễn phí vận chuyển đối với đơn hàng trên 1 triệu
  • icon
    Yên Tâm mua sắm
    Hoàn tiền trong vòng 7 ngày...

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

  • Mã sản phẩm: 1542732387
  • (56 nhận xét)
best choise
100% Hàng chính hãng
Chính sách Đổi trả trong vòng 14 ngày
Kiểm tra hàng trước khi thanh toán
Chưa có nhiều người mua - cẩn thận
  • Publisher:CreateSpace Independent Publishing Platform; 1st edition (March 8, 2017)
  • Language:English
  • Paperback:183 pages
  • ISBN-10:1542732387
  • ISBN-13:978-1542732383
  • Item Weight:8.8 ounces
  • Dimensions:6 x 0.46 x 9 inches
  • Best Sellers Rank:#1,306,443 in Books (See Top 100 in Books) #527 in Social Media Guides #936 in Customer Relations (Books) #2,361 in E-commerce Professional (Books)
  • Customer Reviews:4.7 out of 5 stars 55Reviews
539,000 vnđ
- +
Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media
539,000 vnđ
Chi tiết sản phẩm

Mô tả sản phẩm

Review

"Finally - a book on social customer care that is both applicable and uniquely insightful! Dan Gingiss is a master of spelling out how your brand can win in the often-confused space of social customer care. Full of case studies and gushing with his own unique expertise and experience in the space, this is one book that will propel your brand to greatness in social." 

- Neal Schaffer, author of
Maximize Your Social

"The business world has changed forever and if you are not proactive, your brand is going to be history. Gingiss details exactly how to stay significantly ahead of the pack.
Winning at Social Customer Care couldn't be more timely and relevant. Every management team needs to read and create a social media strategy plan around the "8 Steps to Winning at Social Customer Care." 

- John R. DiJulius III, author of
The Customer Service Revolution

"The thing about customer experience is that your customers will have experiences on their own terms. Those experiences add up to their interpretation of your brand, product and service. Social care is about meeting customers in the channels they use. Gone are the days of forcing them to engage with companies simply because that's the investment that was made. Here Dan Gingiss shares how social can make companies more human and engaged to deliver better experiences, build relationships, and earn loyalty." 

- Brian Solis, leading digital analyst, anthropologist, futurist and author of
X: The Experience Meets Design

"Dan Gingiss is the real deal, having run Social Customer Care for two major brands. Through his wisdom, experience and research, he teaches us one of today's most powerful and important business strategies. So, don't just read this book. Use it to implement and enhance your Social Customer Care Program... before your competition does!" 

- Shep Hyken, customer service expert and
New York Times best-selling author of The Amazement Revolution

This is a quick and dirty guide to meeting your customers where they live--online--from Gingiss, a host of the 
Focus on Customer Service podcast. Customers now expect to connect with brands in a new, high-touch way, and how a brand responds to this expectation can determine customer retention rate. There's a new pressure on companies to focus on every single interaction. Why is this change so important? Fewer companies than ever can compete on price, but customer service remains an area in which a business can truly set itself apart from rivals. Gingiss discusses "social media's role in customer experience" at some length, distilling it down to easy-to-grasp concepts, e.g., "expectations + emotions = willingness to share." Readers are encouraged to carefully define their brands' voices, understand how available they can truly be to customers, and plot out integration of their social media face with their core business. Readers are also guided through the practicalities--smart responses to customers, training for employees, dealing with trolls, and choosing a platform and a budget. This is an excellent entry-level guide for brand owners new to social media--though pros may find it too basic. (Publishers Weekly)

Product Description

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

Gingiss gives you an invaluable glimpse at how top brands are “winning” at customer service in social media, and provides the tools for you to do the same at your company.

About the Author

Dan Gingiss is an international keynote speaker and customer experience coach who believes that a remarkable customer experience can be your best marketing. His new book, The Experience Maker: How To Create Remarkable Experiences That Your Customers Can't Wait To Share, will be published in September 2021 and is currently available for preorder.
Dan's 20-year professional career consistently focused on delighting customers, spanning multiple disciplines including customer experience, marketing, social media and customer service. He held leadership positions at three Fortune 300 companies - McDonald's, Discover and Humana.
Dan is a host of the Experience This! Show podcast, The Experience Maker live show, and a contributor to Forbes. He has been named to several notable industry lists, including:
● "Top 50 Customer Service Influencers of the Decade" by Nextiva
● "Top 50 Thought Leaders to Follow on Twitter in 2020" by ICMI
● "Top 100 Digital Marketers" by both Brand24 and BuzzSumo
● "Top Customer Service Influencers" by Fit Small Business
● "15 Influencers Changing the CX Game" by WalkMe
● "50 Social Media Marketing Influencers to Follow" by TopRank Marketing
Dan earned a B.A. in psychology and communications from the University of Pennsylvania and an M.B.A. in marketing from the Kellogg School of Management at Northwestern University. He is a lifelong Chicago Cubs fan, a licensed bartender and a pinball wizard.

 

Hỏi đáp
Nhận xét của khách hàng