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Social Customer Experience: Engage and Retain Customers Through Social Media Paperback – 1 Apr 2014

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Product details

  • Paperback: 386 pages
  • Publisher: John Wiley & Sons, Ltd.; 1 edition (1 April 2014)
  • Language: English
  • ISBN-10: 1118826108
  • ISBN-13: 978-1118826102
  • Product Dimensions: 18.8 x 1.9 x 23.6 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: 914,033 in Books (See Top 100 in Books)
  • See Complete Table of Contents

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Product Description

From the Back Cover

Connect with customers to grow your brand and your bottom line

Social Customer Experience offers a method for designing an organization that is fundamentally connected to its customers, and that designs and delivers superior products and services as a result. This book focuses on three main challenges faced by any company: understanding the social landscape, assessing current efforts, and implementing a complete strategy. Social Customer Experience provides marketers and customer care managers with a proven framework for building a powerful, contemporary brand for organizations both large and small.

  • Create an integrated, comprehensive social media strategy using core technologies designed to engage consumers
  • Create an effective program for measuring and reporting on social efforts to executives and other internal stakeholders
  • Learn how to create and maintain a social community and how to connect communities with engagement tools
  • Understand the evolution of social business and identify areas where your organization can gain traction
  • Engage and build powerful brand advocates using established techniques
  • Connect with current online social business thought leaders and gain access to additional resources

About the Author

Dave Evans is VP, Social Strategy at Lithium and author of the bestseller Social Media Marketing: An Hour a Day. Evans has served on the advisory board for ad:tech, and the measurement and metrics council for the Word of Mouth Marketing Association. Joe Cothrel is Lithium s Chief Community Officer and has worked with more than 300 companies using online communities to create productive relationships with customers, partners, and employees.

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Most Helpful Customer Reviews

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this is a great reference book! And a must read for any community professional. Also met the authors who are both awesome guys !!!!
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Most Helpful Customer Reviews on (beta) 1 review
4 of 4 people found the following review helpful
From theory to practice, finally a clear,concise guide 17 Jun. 2014
By M. Childs - Published on
Format: Kindle Edition
I have been doing social media literally since the late 90s when we called it guerrilla digital marketing and never have I read something that outlines the ecosystem and the opportunities for engagement with customers through social in such an approachable manner. There is a lot of theory out there that is simply unimplementable and a lot of practice that is completely unaware of the landscape. Even for a seasoned vet of that landscape, this book clarified and offered new ways of thinking. There are clear examples both on large and small scales of what to do and very importably what NOT to do.

If your curious about social media engagement, this is the ONE book to read.
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