Delivering Effective Social Customer Service (PDF)

Social Customer Service is new. Social Media is the biggest
thing happening to the customer service industry since the mid
1960s 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 for the rest of the organisation. It is now
where corporate reputations are most likely to be won and lost.

'Delivering Effective Social Customer Service' is a
complete reference for achieving excellence in this new discipline.
It caters to both novice and expert. It is perfect source material
for service leaders and digital marketers to read together. Every
CXO will recognise in the book a blueprint from which to build
their next generation organisation. Even ambitious team leaders
should snag a copy for instant subject matter expertise kudos!

The centre of the book offers an in depth self-assessment of the
competencies that matter. The book is jammed full of strategic
insight, action lists, best practice tips and interviews. All the
resources anyone needs to build a solid strategy and roadmap.

Early adopter workshops based on the book have already taken
place and will continue to be offered as another way of engaging
with the book's key lessons. An online resource of the
reference material is also provided. Options for an online
community are under consideration.

This book is the first of its kind. A distillation of what
has so far been collectively discovered. Then filtered and expanded
through the collective experience of two leading authorities on
customer service: Carolyn Blunt and Martin Hill-Wilson.