Top critical review
Lots of examples but lacks insights and too general to be of use to a Customer Care pro
April 15, 2017
I'm sorry to say that this book was a disappointment for me despite the pedigree of Jay Baer who provided the Forward. In fact that was the main reason I bought the book. I don't regret it but I can't recommend it. If I look back now through the notes and annotations that I scribble in my books as a I read them I see only 4 for this entire book. Perhaps one of those will be worth its weight in gold but in total that's a small fraction of my usual level of excitement. It's hard to say why it didn't appeal to me, I think because it is very general, reasonably basic, more a recital of other people's experiences, and often explains the basics. For example "it is very important that you capture and report on the feedback that you are receiving in social media". It would be a good overview and introduction for college students studying social customer care as it has lots of good general advice. Downloading case studies from vendors would give much more useful insights.