Overview

"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."

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9781542732383

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"Dan Gingiss has focused on consistently delighting customers throughout a twenty-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."

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