Gratis verzending vanaf 20 euro, gratis retourneren, bezorging waar en wanneer je wilt met   artikelen*

Social Customer Experience

Engage and Retain Customers through Social Media

  • Engelstalig
  • 384 pagina's
  • 9781118826102
  • april 2014
Alle productspecificaties

Samenvatting

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.

Productspecificaties

Auteur
Dave Evans Joe Cothrel
Soort
Met illustraties
Taal
Engels
Afmetingen
21x234x187 mm
Gewicht
520,00 gram
Verschijningsdatum
april 2014
Druk
1
ISBN10
1118826108
ISBN13
9781118826102

Je vindt dit boek in

Categorieën
Studie of Management
Managementboek
Uitvoering
Boek
Onderwerp
E-commerce

Reviews Social Customer Experience

Zeer goed Goed Gemiddeld Onvoldoende Slecht

Voor dit artikel zijn er nog geen reviews geschreven. Schrijf nu zelf de eerste review.

Uit ons lees Magazine

Recensie over In Einsteins achtertuin - Amanda Gefter

Lees hier de recensie van Miranda Schuchhard over In Einsteins achtertuin, van Amanda Gefter.

Lees volledig artikel
Bindwijze: Paperback
23, 99
2 - 3 weken Tooltip
Verkoop door bol.com
  • Gratis verzending
  • 30 dagen bedenktijd en gratis retourneren
  • Ophalen bij een bol.com afhaalpunt mogelijk
  • Dag en nacht klantenservice
  • Cadeautje? Laat het voor je inpakken en bezorgen

Vragen en antwoorden

Over dit artikel zijn nog geen vragen gesteld.