Winning at Social Customer Care

Winning at Social Customer Care PDF Author: Dan Gingiss
Publisher: Createspace Independent Publishing Platform
ISBN: 9781542732383
Category : Internet advertising
Languages : en
Pages : 0

Book Description
"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."--

Uncommon Service

Uncommon Service PDF Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262

Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Win the Customer

Win the Customer PDF Author: Flavio Martins
Publisher: AMACOM
ISBN: 0814436250
Category : Business & Economics
Languages : en
Pages : 251

Book Description
Your prices can be beat. Your product can be improved upon. Your service is provided by others. But one key aspect about your company that cannot be duplicated or outdone is the unique, outstanding customer service experience that you continually provide for your customers. In Win the Customer, companies can learn practical, powerful techniques for energizing the way they interact with the people who drive their business, distinguishing themselves from the competition by providing their customers with something truly special. Author and vice president of operations Flavio Martin, named by the Huffington Post as a “most influential social customer service pro,” fills his invaluable guide with examples and inspiration in order to show readers how to:• Align the business around a customer service mission• Make every employee a customer service agent• Create an environment in which exceptional service experiences can happen• Humanize customer service, virtually and in person• Empower employees to find innovative solutions• All the random acts of WOW--they’re often the most memorable• And much moreProducts and prices can only get you in the door with new customers. But exceptional customer service will keep them lifelong fans. Win the Customer is your guidebook for building your fan base!

Delivering Effective Social Customer Service

Delivering Effective Social Customer Service PDF Author: Martin Hill-Wilson
Publisher: John Wiley & Sons
ISBN: 1118662652
Category : Business & Economics
Languages : en
Pages : 171

Book Description
Social Customer Service is new. Social Media is the biggest thing happening to the customer service industry since the mid 1960s when modern day call centres were born. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing’s R&D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. ‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence in this new discipline. It caters to both novice and expert. It is perfect source material for service leaders and digital marketers to read together. Every CXO will recognise in the book a blueprint from which to build their next generation organisation. Even ambitious team leaders should snag a copy for instant subject matter expertise kudos! The centre of the book offers an in depth self-assessment of the competencies that matter. The book is jammed full of strategic insight, action lists, best practice tips and interviews. All the resources anyone needs to build a solid strategy and roadmap. Early adopter workshops based on the book have already taken place and will continue to be offered as another way of engaging with the book’s key lessons. An online resource of the reference material is also provided. Options for an online community are under consideration. This book is the first of its kind. A distillation of what has so far been collectively discovered. Then filtered and expanded through the collective experience of two leading authorities on customer service: Carolyn Blunt and Martin Hill-Wilson.

Hug Your Haters

Hug Your Haters PDF Author: Jay Baer
Publisher: Portfolio
ISBN: 1101980672
Category : Business & Economics
Languages : en
Pages : 240

Book Description
Includes a detachable folded poster of "The Hatrix."

The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers

The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers PDF Author: Adam Metz
Publisher: McGraw Hill Professional
ISBN: 0071759182
Category : Business & Economics
Languages : en
Pages : 306

Book Description
"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.

The Experience Maker

The Experience Maker PDF Author: Dan Gingiss
Publisher: Morgan James Publishing
ISBN: 1631954628
Category : Business & Economics
Languages : en
Pages : 153

Book Description
Competition is tougher than ever these days and competing on price or product just doesn’t work as well anymore. So how can companies stand out in a crowded marketplace that is constantly evolving? The answer is customer experience, and the best part about customer experience is that it’s delivered by human beings which are unique to a company. Named a Top Business Book of 2021 by Forbes, The Experience Maker helps managers and executives focus on customers who are already spending money with their company rather than spending more money on marketing new customers. In The Experience Maker, Dan Gingiss teaches that creating a remarkable experience for customers will ensure they become a company’s best marketers and salespeople. By learning from the successes of other companies and applying the proprietary WISER method (Witty, Immersive, Shareable, Extraordinary, Responsive), managers and executives learn to create remarkable experiences that their customers will want to talk about with friends, family, and social media followers.

How to Win Friends and Influence People

How to Win Friends and Influence People PDF Author:
Publisher: ببلومانيا للنشر والتوزيع
ISBN:
Category : Business & Economics
Languages : en
Pages : 304

Book Description
You can go after the job you want…and get it! You can take the job you have…and improve it! You can take any situation you’re in…and make it work for you! Since its release in 1936, How to Win Friends and Influence People has sold more than 30 million copies. Dale Carnegie’s first book is a timeless bestseller, packed with rock-solid advice that has carried thousands of now famous people up the ladder of success in their business and personal lives. As relevant as ever before, Dale Carnegie’s principles endure, and will help you achieve your maximum potential in the complex and competitive modern age. Learn the six ways to make people like you, the twelve ways to win people to your way of thinking, and the nine ways to change people without arousing resentment.

The Social Innovation Imperative: Create Winning Products, Services, and Programs that Solve Society's Most Pressing Challenges

The Social Innovation Imperative: Create Winning Products, Services, and Programs that Solve Society's Most Pressing Challenges PDF Author: Sandra M. Bates
Publisher: McGraw Hill Professional
ISBN: 0071760156
Category : Business & Economics
Languages : en
Pages : 273

Book Description
“This book is a must read for anyone who cares about the well-being of humanity in our modern world.” —Jake B. Schrum, President Southwestern University, Georgetown, TX “The Social Innovation Imperative advances a best practice framework to solving the world’s most pressing social issues. This is a foundational guide to changing the world that will be referenced for years to come.” —Michael Reynolds, Vice President, Product Development and Management, Cigna Health Care “Advancing the works of Clayton Christensen, Tony Ulwick, and others, Bates gives us a systematic approach for addressing critical human needs and the ecosystems in which they persist. This book is a blueprint to help us solve the ‘right’ things—the ‘right’ way.” —Joe Grieshop, President, Chief Innovation Executive, netTrekker, Founding Partner, Knovation Lab “Bates lays out a comprehensive, needs-driven approach for creating a social innovation road map. The detailed templates she provides offer particular insight for large, complex challenges.” —Sarah Miller Caldicott, author of Innovate Like Edison and Inventing The Future, great-grandniece of Thomas Edison “Bates shows how to create comprehensive innovation strategies using a six-step framework, and she gives the reader detailed ‘how to’ instruction for each step.” —Ellen Domb, Ph.D., President, PQR Group, Founder of The TRIZ Journal About the Book: In recent years, business leaders have been investing unprecedented amounts of time and money pursuing innovation to drive profits and growth. Although far from perfected, the innovation best practices they follow are by now well established. But when your expected ROI isn’t measured in dollars but in social good, the game is played very differently—which is where The Social Innovation Imperative comes in. Sandra M. Bates has spent the last decade helping major corporations create new markets for technology, consumer goods, and services. Now, she turns her attention to the social sector. The Social Innovation Imperative begins by explaining why innovation in social sectors, such as health care, conservation, and education, is unique and then provides the framework and tools that create a best practice for driving innovative change that will impact our world. Bates organizes the process into action-oriented steps you can follow to meet your goals effectively and in the most efficient manner possible. Learn how to: Investigate the Needs—define the social challenge, determine unmet needs, and examine opportunities for achieving them Innovate the Solution—devise a workable solution and develop a powerful social business model Implement the Solution—ensure the solution creates shared value and discover techniques to make certain that it does not become an orphan innovation In The Social Innovation Imperative, Bates combines everything she has learned as a high-level business consultant to offer a refreshing new approach for developing breakthrough products, programs, and services to meet society’s needs. The Framework for Social Innovation outlined in this book removes the mystery from innovation success and provides a systematic approach anyone can adopt. The Social Innovation Imperative offers essential wisdom for innovators everywhere—whether nonprofits, NGOs, foundations, government agencies, or corporations—who wish to generate meaningful social value.

Winning on Purpose

Winning on Purpose PDF Author: Fred Reichheld
Publisher: Harvard Business Press
ISBN: 1647821797
Category : Business & Economics
Languages : en
Pages : 159

Book Description
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
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