Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media by Dan Gingiss
Dan Gingiss has worked in social media, customer service, marketing, and digital customer experience throughout a 20-year career. He has led social customer care programs at several Fortune 500 companies.
And interesting fact: he hosts the “Experience This!” podcast with a recent guest on The Marketing Book Podcast – Joey Coleman!
The Host’s Perspective
When you think about it, your competition can copy everything your company does.
They can copy your products and your website copy, they can try to beat your prices, and they can try to steal your best employees and customers.
But the one thing they can’t take from you is the customer experience that you provide.
And companies that care more about their customer’s satisfaction eventually win market share.
Don’t take my word for it – Walker Research has predicted that by the year 2020, customer experience will be more important than price in most business-to-business buying decisions.
Nowadays, customers are turning to social media to interact with and get customer service. And with that comes good news and bad news.
First the bad news: most of your competitors are not ready for this. In fact only 40% of companies are even responding to customer inquiries on social media.
Actually that’s the good news too. Because if you can respond to your customers on social media you’ll be way ahead of your competition in creating a great customer experience.
These days, customer service – both good and bad – is played out in the open on social media.
While there are countless examples of unfortunate gaffes and public relations nightmares on social, that’s not what this book is about.
This book is about treating your customers right every time, exceeding customer experience expectations, and delivering memorable customer service in what the author likes to call “the world’s most public customer service channel.”
Listen to the Interview:
Show Notes
Experience This (Dan Gingiss’ Podcast)
Hug Your Haters by Jay Baer
They Ask You Answer by Marcus Sheridan
X: The Experience by Brian Solis
What’s The Future of Business by Brian Solis
Marcus Sheridan’s MarketingBookPodcast Interview
Jay Baer’s MarketingBookPodcast Interview
Never Lose A Customer Again by Joey Coleman
Be Amazing or Go Home by Shep Hyken
Ready Player One by Ernest Cline
Dan Gingiss’ (Website)
Dan Gingiss’ (Twitter)
Dan Gingiss’ (LinkedIn)
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