How to deliver social customer service
Customer service experts, Carolyn Blunt and Martin Hill-Wilson have co-authored ‘Delivering Effective Social Customer Service’, published this week to help businesses face the social customer service challenges ahead.
Recent research* found that in the first three months of 2013, 1.2 million customer service questions were asked by the ‘fans’ of well known brands on Facebook, an increase of 30 per cent from Q4 of 2012; the demand for effective social customer service has never been higher.
Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation’ By Carolyn Blunt and Martin Hill-Wilson (Wiley)
This book claims to be the first of its kind to address all aspects of social customer service and is penned by two of the leading minds in the industry.
The media is full of reports of success stories of social customer service from blue chip companies and is even quicker to report on publicity disasters when well know companies are left red faced after a social customer service catastrophe.
‘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.
It also includes case studies and interviews with leading figures from both the UK and US customer service and social media communities. These provide another source of learning for readers who will be able to relate and empathise with the stories shared.
‘Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation’ By Carolyn Blunt and Martin Hill-Wilson (Wiley Hardcover – £19.99) – Available on 20th September 2013 and available for pre order on Amazon