Social Customer Experience

Social Customer Experience
  • eBook:
    Social Customer Experience: Engage and Retain Customers through Social Media
  • Author:
    Dave Evans, Joe Cothrel
  • Edition:
    1 edition
  • Categories:
  • Data:
    April 21, 2014
  • ISBN:
  • ISBN-13:
  • Language:
  • Pages:
    384 pages
  • Format:

Book Description
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: Social Customer Experience Fundamentals
Chapter 1: Social Media and Customer Engagement
Chapter 2: The Social Customer
Chapter 3: Social Customer Experience Management
Chapter 4: The Social Customer Experience Ecosystem

Part II: Your Social Presence
Chapter 5: Social Technology and Business Decisions
Chapter 6: Social Analytics, Metrics, and Measurement
Chapter 7: Five Key Trends

Part III: Social Customer Experience Building Blocks
Chapter 8: Customer Engagement
Chapter 9: Social CRM and Social Customer Experience
Chapter 10: Social Objects
Chapter 11: The Social Graph
Chapter 12: Social Applications

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