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Social Customer Experience
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Book Synopsis Social Customer Experience by : Dave Evans
Download or read book Social Customer Experience written by Dave Evans and published by John Wiley & Sons. This book was released on 2014-04-21 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on three main challenges faced by any company: understanding the social landscape, assessing current efforts, and implementing a complete strategy.
Book Synopsis Delivering Effective Social Customer Service by : Martin Hill-Wilson
Download or read book Delivering Effective Social Customer Service written by Martin Hill-Wilson and published by John Wiley & Sons. This book was released on 2013-10-23 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social Customer Service is new. Social Media is the biggestthing happening to the customer service industry since the mid1960s when modern day call centres were born. It is takingcustomers and organisations into untested ways of relating:transparently, collaboratively, instantly. The consequences ofgreat and poor service are forever changed. Customer appetite has promoted this form of interaction to thevery front of a race to understand. How do digital brands andempowered customers actually behave? Social Customer Service has become Marketing’s R&D laband a listening hub for the rest of the organisation. It is nowwhere corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is acomplete reference for achieving excellence in this new discipline.It caters to both novice and expert. It is perfect source materialfor service leaders and digital marketers to read together. EveryCXO will recognise in the book a blueprint from which to buildtheir next generation organisation. Even ambitious team leadersshould snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of thecompetencies that matter. The book is jammed full of strategicinsight, action lists, best practice tips and interviews. All theresources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already takenplace and will continue to be offered as another way of engagingwith the book’s key lessons. An online resource of thereference material is also provided. Options for an onlinecommunity are under consideration. This book is the first of its kind. A distillation of whathas so far been collectively discovered. Then filtered and expandedthrough the collective experience of two leading authorities oncustomer service: Carolyn Blunt and Martin Hill-Wilson.
Book Synopsis Winning at Social Customer Care by : Dan Gingiss
Download or read book Winning at Social Customer Care written by Dan Gingiss and published by Createspace Independent Publishing Platform. This book was released on 2017-03-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience. This book teaches you how top brands are "winning" at customer service in social media, and provides the tools to do the same at your company."--
Book Synopsis Customer Experience 3.0 by : John A. Goodman
Download or read book Customer Experience 3.0 written by John A. Goodman and published by HarperChristian + ORM. This book was released on 2014-08-12 with total page 279 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal.
Book Synopsis The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers by : Adam Metz
Download or read book The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers written by Adam Metz and published by McGraw Hill Professional. This book was released on 2011-08-16 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The social customer is your NEW customer. And if you don’t recognize it, they will be someone else’s new customer. Adam Metz presents a clear, concise game plan for attracting them, connecting with them, and keeping them. Don’t just buy this book: invest in the content. Actually, invest time to implement the content." —JEFFREY GITOMER, author of The Little Red Book of Selling and Social BOOM! "This book connects two key dots in the customer equation: knowing why your customers uniquely do business with you and taking actions that cause them to repeat that choice more frequently." — RICH BLAKEMAN, sales vice president, Miller Heiman, from the Afterword "I’ve seen the future of marketing and it delivers in less than 300 pages. Adam Metz’s The Social Customer makes a compelling case for revolutionizing your thinking about how you connect and build a relationship with your customer in a fashion that shrinks your marketing team and amplifi es the love the world feels for you and your product. Not easy stuff, and, done the wrong way, it’s dangerous." — CHIP CONLEY, founder of Joie de Vivre Hospitality and author of PEAK: How Great Companies Get Their Mojo from Maslow About the Book IF you look at the people who follow your company via social media simply as "social media users," you’re missing a much bigger picture. They are, above all, your customers—and as such, they have a multitude of needs. But without the right social media strategy, they might not remain your customers for long. Adam Metz is prized by clients and online fans for his understanding of what makes both companies and their customers click—and how social media can get them in sync and drive revenue. In The Social Customer, he teaches you all you’ll need to know to transform your business—not just on the Web but across the board. Even if Facebook and Twitter were to disappear tomorrow, these are the fundamentals that will always apply—whatever the technology and whatever the social media. You’ll learn: How to transform your brand into a coveted "Social Object" Where your brand currently stands with your social customers—and how to mobilize your customers to get the word out The "The Ten Commandments of Social Customer Relationship Management" How to harness the power of collaboration How to delight your customers and win loyalty through individualized Treatment What terms like "Social Marketing" and "Social Sales Insights" really mean—and why they can be vital to business success Metz also includes anecdotes, case studies, and outside-the-box inspiration from branding innovators—ranging from upstart punk bands to absolute giants like Burger King and SAP—all designed to keep you thinking critically, creatively, and with the kind of flexibility that will keep your social customers engaged as your company grows.
Book Synopsis 100 Practical Ways to Improve Customer Experience by : Martin Newman
Download or read book 100 Practical Ways to Improve Customer Experience written by Martin Newman and published by Kogan Page Publishers. This book was released on 2018-08-03 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: FINALIST: Business Book Awards 2019 - Sales and Marketing Category Virtually all consumer-facing businesses talk about putting the customer first, but in reality, few deliver on this as effectively as they could. 100 Practical Ways to Improve Customer Experience walks readers through a wealth of practical tips, tools, guidelines and frameworks, for implementing customer-focused marketing strategies at every step of the customer journey. By ensuring that the customer remains the key focus, companies can identify areas in need of improvement and implement relevant steps throughout the value chain to transform their business. A unique blend of strategy and best practice, 100 Practical Ways to Improve Customer Experience has a particular focus on multi-channel industries such as retail, FMCG, travel, financial services, leisure, food and beverage, and automotive. These industries are all facing major disruption from trendsetting brands such as Uber, AirBnB and Amazon, and as such, now face more pressure than ever to adopt new practices and remain relevant in a continually competitive marketplace. Featuring case studies packed full of practical examples, this book is a unique and valuable resource for both senior industry professionals looking to transform their business and MBA students. Online resources include a best practice checklist to optimize mobile apps.
Download or read book Customer Experience written by C. Shaw and published by Palgrave Macmillan. This book was released on 2010-09-09 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand to gain preference, loyalty and market share.
Book Synopsis The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers by : Reza Soudagar
Download or read book The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable and Positive Experience to Your Customers written by Reza Soudagar and published by McGraw Hill Professional. This book was released on 2011-10-28 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: “This excellent book makes it quite clear that your business has to focus on customer experience for 21st-century business success. It’s more than refreshing to read the multiple case studies and well thought out approach and to hear the experienced voices of these authors. You’ve spent way too much time reading this endorsement. Read the book instead. It’s so worth it.” —Paul Greenberg, author of CRM at the Speed of Light “To differentiate yourself and delight your customers, you must manage your customers’ experience with your goods or services, and your company. This invaluable book will show you why you must do this, and how to do it well.” —Henry Chesbrough, author of Open Innovation and Professor at the Haas School of Business, University of California Berkeley “Technology advances are raising the human expectation of what an experience with a company can and should be. Finally, a book has been written that combines behavioral psychological, micro-economic, and technological considerations defining the customer experience edge.” —Paul D’Alessandro, Partner, PricewaterhouseCoopers “As we move from Customer Experience 1.0 to Customer Experience 2.0, organizations and practitioners need a solid blueprint for success. Reza, Vinay, and Volker have created a clear and concise guide based on global best practices and proven principles. If you are ready to transform your organization, start by reading this book.” —Lior Arussy, President, Strativity Group, and author of Customer Experience Strategy “The Customer Experience Edge is an excellent book to gain insights on how to leverage customer experience as a competitive advantage. The case studies serve as recipes that can be added to, modified, or simply baked into business plans to improve or deliver an exceptional customer experience.” —Deb Dexter, Customer Service Director, Cardinal Health About the Book: Globalization and advanced technologies have given ever greater power to the person who decides if your business will succeed or fail—the customer. Whether your company serves consumers or other businesses, you can no longer compete on price and quality alone. To gain profits and market share, you have to deliver an experience that makes customers want to come back—and that sets you apart from the competition. You need to seize The Customer Experience Edge. Drawing on over sixty years of experience in shaping customer centric strategies and technologies for leading companies, three innovators bring you practical and proven ways to create your customer experience programs and overall business strategies. The key is to strike a balance between programs that are effective but prohibitively expensive and programs that fail to dedicate enough resources to be effective. In the middle ground lie the tools that everyone overlooks—foundational and disruptive technologies. These are the authors’ main fields of expertise, and these are what make the customer experience profitable. The Customer Experience Edge explains how to combine strategy, leadership, organizational change, and technology to: Develop products and services that are highly valued by customers Form bonds that keep clients from turning to competitors Transform customers into your best advocates It’s a new world of business, and customers are keenly aware that their loyalty is valuable currency. The Customer Experience Edge gives you a cost-effective, sustainable way to provide an unforgettable experience that builds loyalty and turns it into real, measurable profits.
Book Synopsis Social Customer Experience by : Dave Evans
Download or read book Social Customer Experience written by Dave Evans and published by John Wiley & Sons. This book was released on 2014-04-14 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: Social Customer Experience: Engage and Retain Customers through Social Media builds on the prior works of author Dave Evans. As an update to Evans’s earlier book Social Media Marketing, the new Social Customer Experience connects the early cases presented in 2010 with significant, contemporary examples, key concepts, and best practices associated with the adoption of social technology by global brands. This latest edition offers a blueprint for transforming your organization’s disparate social initiatives into a unified social experience strategy. Most people know that social technologies are transforming business, but few understand how those changes are happening across the organization. Whether in marketing, communications, customer care, digital media or product development these changes shape the way in which business manage the experience their customers have with the brand. Filled with practical examples of what to do, and illustrated with cases taken from real companies, Social Customer Experience fills in the gaps for companies who want to do more with social than just listen and experiment. Part I lays the groundwork by explaining the three waves of change that combine to form social customer experience: social technologies and their impact on Web 1.0 digital infrastructures; social customers and their impact on marketing and support operations; and the new discipline of customer experience management that is reframing the old sales-and-service-centric ways of thinking about how companies relate to customers. Part I concludes by defining the social customer experience ecosystem, both on and off your own web domain. Part II, “Your Social Presence,” puts you on the ground, with tactics and examples for how to apply social technologies and achieve your business objectives, how to measure and analyze social data and show business value, and how to implement a best-practice approach to avoid common traps and pursue proven opportunities. Part III digs deeper into the five building blocks of social customer experience: organization, platform, content, people and tools. What’s a social experience organization look like? What systems need to be in place? How do you get the most out of the social “objects” – content and other assets – that are the byproduct of great social customer experiences? How do connections between customers – the social graph – come into play? And what applications will you use – literally, what will you empower your customers to do? Part III answers these questions in the practical, method-driven style of authors Dave Evans and Joe Cothrel. Social Customer Experience features detailed exercises that show you how to translate learning into action, hands-on tutorials using today’s social media tools and platforms, and compelling, modern case studies from organizations of all sizes—from the Fortune 500 to nonprofits and mom-n-pop main-street shops. As a bonus, the book also features resources and references to connect readers with the current thought leaders and sources of timely information. If you’re interested in business, and how business is being reshaped by social technology, Social Customer Experience will show you a path to a new relationship with your customers, customers not only buy your products and services but get more out of them and go on to become partners in your business–selling, supporting, and innovating on your behalf.
Book Synopsis Happy Customers Everywhere by : Bernd Schmitt
Download or read book Happy Customers Everywhere written by Bernd Schmitt and published by St. Martin's Press. This book was released on 2012-04-24 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every business knows that the best customer is a happy customer. They return again and again, bring their friends and family, and deliver tons of free advertising via word of mouth and social media. But in order to grow that loyal base, you must be keenly aware of your customers' needs and preferences. Drawing on the latest research in the exploding field of positive psychology, Columbia Business School professor Bernd Schmitt offers three unique approaches any business can use to turning a casual customer into a committed fan: • The Feel-Good Method: Use the experience of pleasure and positive emotion to hook new customers, and watch those feel-good moments transform an impulsive buyer into a committed loyalist. • The Values-and-Meaning Method: Attract passionate customers by appealing to their core values, like being socially responsible, protecting the environment, or living a simple life • The Engagement Method: Get customers to notice a unique or limited offer, immerse them in the experience, and have them share it with friends and family. Schmitt shows marketers, brand managers, and entrepreneurs how to design an authentic and successful campaign that will reach, grow, and sustain a devoted base of customers.
Book Synopsis Customer Service by : Peter Shankman
Download or read book Customer Service written by Peter Shankman and published by Que Publishing. This book was released on 2011 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use Social and Viral Technologies to Supercharge your Customer Service! Using social media, you can deliver amazing customer service-and generate an army of fans who'll promote you in good times, and rescue you from disaster. Now, legendary online marketing expert Peter Shankman shows you exactly how to do all that-without spending a fortune! Shankman draws on his immense experience as founder of the online growth company HARO and marketing consultant to multiple Fortune 500 clients. He presents straight-to-the-point solutions for building customer loyalty, trust, and credibility online-and rebuilding it when catastrophe strikes. Companies around the world are driving enormous value from online customer service at remarkably low cost. You can, too. Peter Shankman will show you how-step-by-step, right now! You'll learn how to: * Organize a small, powerful social media team on a tight budget * Listen to what your customers, advisors, and markets are really saying * Make prospects feel like rock stars from the moment they find you * Choose online media that make the most sense for you * Avoid wasting time with platforms that won't help you * Earn your customer's loyalty, trust, and credibility * Learn from other companies' viral "disasters" * Rebuild your credibility after you've taken a public "hit" online * Make sure everyone hears your customers when they compliment you * Capture all your customer knowledge-and use it in real time * Keep people talking-and not just about you
Download or read book Hug Your Haters written by Jay Baer and published by Portfolio. This book was released on 2016-03 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Includes a detachable folded poster of "The Hatrix."
Book Synopsis Crafting the Customer Experience For People Not Like You by : Kelly McDonald
Download or read book Crafting the Customer Experience For People Not Like You written by Kelly McDonald and published by John Wiley & Sons. This book was released on 2012-10-09 with total page 208 pages. Available in PDF, EPUB and Kindle. Book excerpt: Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service. A detailed guide to core customer groups including women, the five generations (matures, Boomers, Gen X, Gen Y and Gen Z), racial and ethnic segments, such as Hispanics and African-Americans, as well as those who are defined by key lifestyle and life-stage attributes Includes onsumer insights that will help business leaders deliver a better business experience with every customer You cannot control the economy, the stock market or the costs of goods and labor. But you can control your organization's customer service. It's an empowering thought. Customer service is 100% in your control at all times and it's more important than ever.
Download or read book X written by Brian Solis and published by John Wiley & Sons. This book was released on 2015-10-13 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Welcome to a new era of business in which your brand is defined by those who experience it. Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you re not around? In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share. In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences. This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within. Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including: How our own experience gets in the way of designing for people not like us Why empathy and new perspective unlock creativity and innovation The importance of User Experience (UX) in real life and in executive thinking The humanity of Human-Centered Design in all you do The art of Hollywood storytelling from marketing to product design to packaging Apple’s holistic approach to experience architecture The value of different journey and experience mapping approaches The future of business lies in experience architecture and you are the architect. Business, meet design. X
Download or read book Customer Experience written by C. Shaw and published by Springer. This book was released on 2010-09-09 with total page 199 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Experience is now the key differentiator as consumers and businesses alike decide among competing brands. The authors explore growing trends in Experience Psychology, Social Media and Neuroscience and their impact on Customer Experience that businesses need to understand to gain preference, loyalty and market share.
Book Synopsis High-Tech, High-Touch Customer Service by : Micah Solomon
Download or read book High-Tech, High-Touch Customer Service written by Micah Solomon and published by AMACOM Div American Mgmt Assn. This book was released on 2012-05-26 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Today's customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowermentùlashing out at those that don't. Take heart: Old-fashioned customer service, fully retooled for today's blistering pace and digitally connected reality, is what you need to build the kind loyal customer base that allows you to surviveùand thrive. And High-Tech, High-Touch Customer Service spells out surefire strategies for success in a clear, entertaining, and practical way. Discover: ò Six major customer trends and what they mean for your business ò Eight unbreakable rules for social media customer service ò How to effectively address online complainers and saboteurs on Yelp, Twitter, TripAdvisor, and other forums for user generated content ò The rising power of self-serviceùand how to design it properly ò How to build a company culture that breeds stellar customer service High-Tech, High-Touch Customer Service reveals inside secrets of wildly successful customer service initiatives, from Internet startups to venerable brands, and shows how companies of every stripe can turn casual customers into fervent supporters who will spread the word far and wideùonline and off.
Book Synopsis Customer Experience For Dummies by : Roy Barnes
Download or read book Customer Experience For Dummies written by Roy Barnes and published by John Wiley & Sons. This book was released on 2014-10-29 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential tokeeping your business relevant. Today's business owners need toknow how to connect and engage with their customers through avariety of different channels, including online reviews and word ofmouth. Customer Experience For Dummies helps you listen toyour customers and offers friendly, practical, andeasy-to-implement solutions for incorporating customer engagementinto your business plans and keep the crowds singing yourpraises. The book will show you simple and attainable ways to increasecustomer experience and generate sales growth, competitiveadvantage, and profitability. You'll get the know-how tosuccessfully optimize social media to create more loyal customers,provide feedback that keeps them coming back for more, become atrustworthy and transparent entity that receives positive reviews,and so much more. Gives you the tools you need to target customers moreprecisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty inorder to achieve success through multiple channels Explains how a fully-engaged customer can help you outperformthe competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, andCustomer Experience For Dummies shows you how to stayrelevant, add value, and win and retain customers.
