Customer-Service-the-Art-of-Listening-and-Engagement-Through-Social-Media

Customer Service: The Art of Listening and Engagement Through Social Media

An ebook by Brian Solis of PR 2.0 and Co-Author of Now is Gone Additional insight by Becky Carroll of Customers Rock

The Art of Listening and Engagement

Table of Contents

Customer Service is the New, New Marketing Participation is the New Marketing Defining the Strategy and the Role Shhhhh. I’m Listening Transforming Customers into Evangelists We are the Champions Social Tools for Social Media Becoming the Customer Customer Rock by Becky Carroll (BC) With or Without You by BC Communication is Key to Customer Relationships by BC The Role of Marketing by BC Experts Needed by BC Gathering Info a Little at a Time by BC Growing the Business by BC The Company-Customer Pact FreshBooks Example AOL Example ACDSee Example Biographies 2 Page 3 Page 5 Page 7 Page 8 Page 10 Page 11 Page 13 Page 15 Page 17 Page 17 Page 18 Page 19 Page 19 Page 20 Page 21 Page 22 Page 23 Page 26 Page 28 Page 31,32

Customer Service is the New, New Marketing

The topic of empowering your customers so that they become an extension of your marketing isn't new. Transforming people into a surrogate sales force is the dream of any service organization. The difference today is that the landscape has shifted to the point where good customer service is no longer the minimum ante to play the game. Over the next year, customer service will fuse with marketing to become a holistic inbound, outbound campaign of listening to and engaging with customers that will rewrite the rules of the game. And, most importantly, the lessons learned in the field will be fed into the marketing department to create and run more intelligent, experienced, and real world initiatives across all forms of marketing, PR, sales, and advertising. Over the last year, Social Media has intrigued and even inspired companies to engage in the communities where their brands and products, as well those of competitors, are actively discussed by the very people...