Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media Paperback – March 8, 2017
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Frequently bought together
- 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 the Author
● "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.
- 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: #856,189 in Books (See Top 100 in Books)
- Customer Reviews:
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If you are in the world of social media and especially social Customer Service than this book is a MUST read! It breaks down what you need to do and how to do it. I used to work for a large telco and was the Customer Service Social Media Strategist and I wish at the time of starting up our efforts that this book existed. It does not have the "fluff" you may hear form others, it has tactical and real life examples of the world of social Customer Service.
The fact that this is broken down into bite size chunks (8 steps) really helps you digest the information and compare it to your own path or identify where you may need to improve upon in your current world.
Each and every step of the 8 is a bulls-eye! I have read countless white papers, blog posts (some of my own too) and this book just takes it down to a very personable and easy to understand and apply level that you can take these steps and go implement them today.
Congrats to Dan Gingiss for such an amazing book!
HIGHLY recommend this!
This book is one of the most practical books I have read on the topic. Loads of actual examples & references that you can take and implement right away. If you are a serious professional in the Social Service space (or even more importantly, if you are just starting your journey in this space) then make sure to get your hands on a copy of this and keep it close.
As the Director for Social of a Fortune 500, I found it one of the best buys of 2017. Well done Dan!
The book is very easy to read, and Dan does a very good job of breaking down complex ideas in addition to the essentials. I would suggest this book as a quick study and continued reference for anyone who has found themselves interacting with customers on social media.
If you are new to Social Care or wanting to develop a deeper, more customer backed Social Care experience, I would highly recommend two steps. 1. Read this book. 2. Listen to Dan's Podcast series that he references in this book. If you do both of these steps, you will walk away with a clear picture of what are the best practices in the industry and how to start planning/improve your own program.
The book will now become a recommended part of our training process and we intend to use the concepts in all parts of our agency for smarter growth.