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Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation Hardcover – 25 Oct 2013

4.5 out of 5 stars 27 customer reviews

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Product details

  • Hardcover: 250 pages
  • Publisher: John Wiley & Sons; 1st edition (25 Oct. 2013)
  • Language: English
  • ISBN-10: 1118662679
  • ISBN-13: 978-1118662670
  • Product Dimensions: 16.3 x 2.1 x 23.6 cm
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (27 customer reviews)
  • Amazon Bestsellers Rank: 430,299 in Books (See Top 100 in Books)
  • See Complete Table of Contents

Product Description

Review

“Delivering Effective Social Customer Service’ is a complete reference for achieving excellence. It tackles the big strategic planning issues and also provides a wealth of practical best practice advice. Regardless of where you are on your social customer service journey, this book delivers a wealth of actionable insight.”  (Call Centre Helper, November 2013) “It goes without saying that Blunt and Hill–Wilson’s book will stay relevant for a good while yet”.   (Elite Business, November 2013) “This book is an excellent introduction for those companies seeking to develop an online customer service resource through social media platforms and forums. It highlights the major minefields and provides workable, practical advice for organisations operating in any industry.” (B2B Marketing, December 2013)

From the Inside Flap

“Martin and Carolyn are about to put you through boot camp to explore the wilderness of peer–to–peer communities and social networks.  They won’t give you the magic key to your social media support conundrums but they will give you the field manual and a few war stories.”
Rorey Jones, Global Community Manager, Spotify

“Welcome to the new world.   Customer service has changed for good with the advent of social media.  And so have the rules.  The problem is that the rules have not yet been written down.  And many of them have not yet been invented.

So how do you play on a field where the rules of engagement are at best vague?  This is where Delivering Effective Social Customer Service comes in.  It is a handbook that helps you to navigate the whole new world of customer service.  It is in many ways the new rule book for customer service.”
Jonty Pearce, Editor of Call Centre Helper

“Martin and Carolyn have made a major contribution to knowledge.  Social will redefine customer service and its delivery over the next decade and this book will help leaders set strategy to meet the challenges ahead.”
Jon Snow, Chairman, Directors’ Club (GB & NI)

“A thought provoking and insightful read for today’s customer service professional in an evolving customer experience world.”
Cormac Connolly, Director of Channel Development at Virgin Media

“When two of the most respected individuals in the UK contact centre industry collaborate on such an important topic then we must surely listen to them!  Customer service continues to change, both in how we define it and in the number of channels available for our customer to choose from.  Whatever we feel about it, social media is certainly growing in use and this book gives every organization some invaluable and practical tools to help them face the challenge.

Recommended reading for all of us who are involved in delivering services to our customers and a valuable contribution to the current debate.”
Ann–Marie Stagg, Director of the Call Centre Management Association in the UK & Vice–President of the European Confederation of Contct Centre Organizations

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Customer Reviews

4.5 out of 5 stars
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Top Customer Reviews

By Wendy Jones TOP 1000 REVIEWERVINE VOICE on 15 July 2014
Format: Hardcover Vine Customer Review of Free Product ( What's this? )
In the world today individuals, and companies, are becoming ever more social. The interaction from customers is now worldwide, and due to the advance of social media, customers can air their views worldwide. It is therefore highly important that customer service , in the social media world is seen as effective. This book is designed to help us do that. The book can be used in two ways. You can either read cover to cover, or, dip into it to use some of the areas immediately. Should you wish to do the latter, then the authors have highlighted what they feel are the most important areas with which to state. The first chapter sets the scene and chapter two sets out how you can understand the customer in this, as yet, fairly new marketplace.

The book then progresses, with each chapter discussing a different aspect of social customer service. It does so in a clear and intuitive way. The case studies which are used to support the discussion are excellent. These serve to put the discussion into context and highlight how it works in practice.

This is an excellent book which I would highly recommend. It is well written, well set out and jam packed full of advice and information.
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By the lambanana TOP 100 REVIEWER on 13 May 2014
Format: Hardcover Vine Customer Review of Free Product ( What's this? )
RIGHT TIME
==========
Carolyn Blunt and Martin Hill-Wilson have written this at just the right time. Social media was little known a decade ago whilst today it's difficult to escape.

With the changing landscape of Customer service it a well thought out book (ideal for small or medium size businesses) and how to effectively embrace social media.

The chapters are well defined and allow you to simply dip in or out of those elements.

CUSTOMER SERVICE
================
Although you could read it as a consumer of customer service it's ideal for those who made need to provide customer service.

As I read it it made me think, "How to engage with new or potential customers" and provided real world examples. Remember the interaction isn't just on facebook but could, for example be a restaurant response on trip-advisor...

RECOMMENDED
===========
If you need to update your 'customer service' skills to include the 'social' aspect then this is for you. It quite readable too.
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Format: Hardcover
In 2014 I read in excess of 20 books from the world of digital and social customer service.

For me, this was the most insightful and practical book in that grouping of books.

Its an easy ready, its common sense and brings an actionable edge to it. Which is key for me.

I liked this book so much, I ordered many copies of it to distribute at a recent digital event I hosted.

Those who attended the event are all experienced industry professionals but I felt confident distributing the book as I felt they could all learn something from it.

Its a must have on the social customer service reading list.

Regards
Graham Fagan
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By antom TOP 1000 REVIEWER on 14 Jan. 2014
Format: Hardcover Vine Customer Review of Free Product ( What's this? )
Whether you like it or loath it, social media something that your organisation can't afford to ignore. Customers will be discussing your products and services through social media sites that are public and global. They will be setting up their own networks as well as expecting to use social media to interact with you.

Delivering Effective Social Customer Service is a very welcome guide to using social media to manage the customer experience. Carolyn Blunt and Martin Hill-Wilson provide a useful framework for companies to follow, and include some very helpful case studies.

What I especially liked and found reassuring is that, although they are championing social customer service strategy, they offer a very human perspective. The opening chapter, for example, gave an insightful description of the anxieties that staff are likely to feel in the face of transparent social media.
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Format: Hardcover Vine Customer Review of Free Product ( What's this? )
Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation.

I run a small web design company and we use social media a lot in web design and feedback.

The scope of the book.

This book treads into new business territory which most of us in business need to sit up and listen to. The book looks at how social media is being used by customers and how businesses should take note and use this intelligence to market and develop wisely.

Audience.

The book is easy to read and aimed at anyone with an interest or need to know about how the growth of a social media can influence a business and how to tap into it.

Structure.

The book develops the history and then leads on to the practicalities of using social media. The book shows the reader how social media is a growing and important business channel which needs to be addressed so that a business remains competitive.
The book discusses the merits of Facebook and Twitter and how business to customer interaction can take place and how a business can harness this new channel for its own good. The book does not explain how do interact more of why you should interact with social media. The arguments are well documented and explained. I have learned a lot about the power of social media just from this book. It was a call to arms for me, I need to get social media savvy in order to compete and this book is a great route map.

This book is full of ideas and explains all the modern thinking of how a business should be interacting with social media and not just as an advertising platform. There is plenty of food for thought here.

Relevance.
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