by Martin Hill-Wilson (Author), Carolyn Blunt (Author)
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.
