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

Gingiss, Dan

Softcover

ISBN 10: 1542732387 ISBN 13: 9781542732383

Publisher: CreateSpace Independent Publishing Platform, 2017

Synopsis

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 this title

About the Author:

Dan Gingiss has focused on consistently delighting customers throughout a 20-year career spanning multiple disciplines including marketing, customer service, social media, and digital customer experience. He hosts the Focus on Customer Service podcast, interviewing leaders at brands which are renowned for outstanding customer service in social media. Gingiss was named one of the "30 Most Influential People in Social Customer Service" by Conversocial, one of the "Top 15 NPS and Customer Service Thought Leaders to Follow in 2017" by CustomerGauge, one of the "Top 10 Service Cloud Influencers" by Traackr, and one of "30 Influencers That Drive Social Media for the Brands We Love" by Leadtail and Purematter. Gingiss holds a BA in psychology and communications from the University of Pennsylvania, and an MBA in marketing and strategy from the Kellogg School of Management at Northwestern University. He currently resides in Chicago. Follow him on Twitter at @dgingiss.

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)

About this edition

• Publisher: CreateSpace Independent Publishing Platform
• Publication date: 2017
• ISBN 10: 1542732387
• ISBN 13: 9781542732383
• Binding: Paperback
• Number of pages: 183