New Rules For Social Customer Service
My book review this month looks at the rise of social media in customer service - whilst not call centre specific, this book is a must read for anyone adopting social as a channel.
Many businesses dabble with social media, but very few know how to manipulate it to maximum effect. Social media guru and founder of successful online business HARO, Peter Shankman, puts social media and customer service in the spotlight in his enlightening book 'Customer Service: New Rules for a Social-Enabled World'.
First published in 2010, the book is split into nine informative chapters that takes decision makers on a social media journey, from putting a social media team together, to what works well and what doesn't, how to win customer loyalty and how to maintain customer interest in the long term. Crucially, Shankman details how to avoid viral disasters, limit the damage caused and rebuild credibility following bad publicity received online.
By providing a wealth of ideas, case studies, anecdotes and pearls of wisdom from his own experience, Shankman gives us insightful examples of best and worst practice, which we can take and use to our own advantage.
More than just a tome on how to make the most of social media, Shankman's book shows us how to use social media to win customers over, and keep them loyal to our brand. The book assumes a basic knowledge of social media, but as the chapters progress, you will acquires more know-how on techniques and strategies to create a winning social media plan, without necessitating a large team or big budget. While primarily aimed at those new-ish to social media, the book can still generate thought-provoking and useful reminders of best practice for even the most expert of social media user.
Easy to digest, and the kind of book that you can dip in and out of, 'Customer Service: New Rules for a Social-Enabled World' gives practical tips and advice that any customer-focused business can easily apply in the real world. From simple gestures to avoid a social media meltdown, to understanding how to listen to customers online and use their feedback to your advantage, this compelling and often humorous book is packed with ideas to help master your own social media plan to perfection, while providing top-notch service.
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