{"product_id":"9781118662670","title":"Delivering Effective Social Customer Service How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation","description":"\u003ch1\u003eDelivering Effective Social Customer Service\u003c\/h1\u003e\u003ch2\u003eHow to Redefine the Way You Manage Customer Experience and Your Corporate Reputation\u003c\/h2\u003e\u003ch3\u003eMartin Hill-Wilson | Carolyn Blunt\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ General\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003e\n\u003cp\u003eSocial 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.\u003c\/p\u003e \u003cp\u003eCustomer 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?\u003c\/p\u003e \u003cp\u003eSocial Customer Service has become Marketing’s R\u0026amp;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.\u003c\/p\u003e \u003cp\u003e‘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!\u003c\/p\u003e \u003cp\u003eThe 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.\u003c\/p\u003e \u003cp\u003eEarly 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.\u003c\/p\u003e \u003cp\u003eThis 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.\u003c\/p\u003e\n\u003c\/div\u003e\u003cdiv\u003e  \u003cp\u003eCarolyn Blunt and Martin Hill-Wilson are the top two ‘Most Respected People in the UK Contact Centre Industry’ according to readers of \u003ci\u003eCall Centre Helper\u003c\/i\u003e magazine. They have collaborated to bring you this resource for social customer service at a time when many organizations are crying out for help.\u003c\/p\u003e \u003cp\u003e\u003cb\u003eCarolyn Blunt\u003c\/b\u003e is Managing Director of Real Results Training Consultancy, a people development company that specializes in contact centre customer service training. For the past decade, Carolyn has been writing, speaking and training on contact centre customer service, and has been observing the positive and negative impacts of using social media for customer service first hand.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e@carolynblunt\u003cbr\u003e \u003c\/b\u003e\u003cb\u003e\u003ca href=\"mailto:Carolyn@real-results.co.uk\"\u003eCarolyn@real-results.co.uk\u003c\/a\u003e\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eMartin Hill-Wilson\u003c\/b\u003e is a customer service and social business strategist. His company Brainfood Consulting provides customer strategy services to a range of B2B and B2C brands. Martin is also a long-tern member of the UK customer service community passing on his expertise as a keynote speaker and blogger.\u003c\/p\u003e \u003cp\u003e\u003cb\u003e@martinhw\u003cbr\u003e \u003c\/b\u003e\u003cb\u003e\u003ca href=\"mailto:martin@brainfoodextra.com\"\u003emartin@brainfoodextra.com\u003c\/a\u003e\u003c\/b\u003e\u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e25 November 2013\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9781118662670\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e272\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e18.08\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44315406106764,"sku":"9781118662670","price":29.7,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9781118662670.jpg?v=1780180043","url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9781118662670","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}