This book relates to everyone who has ever been frustrated by Customer service, or the lack of focus on employees and Customers over the years. Ultimately, this book will appeal to CEOs, business owners, customer service professionals, or anyone who is trying to learn more about why their own organization is not functioning as they envision. Not since the second industrial revolution has business seen such change going on at once. In the past 30 years we have seen the technology revolution, but today we have a poor economy, worker frustration, social media and the millennial generation…mehr
This book relates to everyone who has ever been frustrated by Customer service, or the lack of focus on employees and Customers over the years. Ultimately, this book will appeal to CEOs, business owners, customer service professionals, or anyone who is trying to learn more about why their own organization is not functioning as they envision. Not since the second industrial revolution has business seen such change going on at once. In the past 30 years we have seen the technology revolution, but today we have a poor economy, worker frustration, social media and the millennial generation impacting business in new ways. There is an external power shift happening in business as customers are taking companies' brand messages away from marketing and PR. Trust of businesses is at or near an all time low. Internally, CEOs seek to understand their customers at all levels as they have a workforce who not only wants to provide that understanding, they are demanding it. There is change in the air. This book provides insights into how customers are changing the landscape of business and what businesses needs to do to respond in today's business world. We will review the current state of business, then provide answers to the new world we will experience. Whether we realize it or not, the revolution in business is upon us.
FRANK ELIASON has built his career on building relationships with a diverse community of employees, Consumers, Small Business Owners, and Corporate Customers. He has been described as the "most famous Customer service manager in the United States, and possibly the world," as a result of his revolutionary approach to Customer relations while Director of Digital Care at Comcast. After leaving Comcast, Frank joined Citibank as the SVP of Social Media Strategy. His work has been recognized by many news organizations, including ABC News, CNN, Bloomberg TV, the New York Times, and Bloomberg Businessweek. He is also one of the most sought-after thought leaders on social media and Customer experience, and regularly participates in panels and speaking engagements.
Inhaltsangabe
Foreword jeff jarvis xi Foreword brian solis xv Acknowledgments xxi Chapter 1 This Could Be Your Brand 1 Chapter 2 Welcome to Our World of @YourService 7 Chapter 3 It Starts with a Capital C 18 Chapter 4 Do You Tell Your Customers Not to Call You? 25 Chapter 5 Let Me Check with My Boss 34 Chapter 6 The Social Media Hype 40 Chapter 7 The Starting Point 46 Chapter 8 The Snarky Web 51 Chapter 9 Scalable Intimacy 56 Chapter 10 Intimate Connections 65 Chapter 11 The Social Business 78 Chapter 12 Connecting 81 Chapter 13 The First Weeks at Comcast 86 Chapter 14 What Is Your Customer Guarantee? 92 Chapter 15 Tweet Tweet 99 Chapter 16 Driving Change in an Organization 109 Chapter 17 Social Customer Service Is a Failure 115 Chapter 18 An Inside Look at a Call Center 119 Chapter 19 The Basic Tenets of Service 130 Chapter 20 Is Service One of Your Values? 137 Chapter 21 Do You Trust Your Service Team? 142 Chapter 22 The Tail Wagging the Dog 149 Chapter 23 How Do You Speak? 158 Chapter 24 Startle Your Customer 166 Chapter 25 Responding to Social Media Crisis 171 Chapter 26 Doing Social Good 184 Chapter 27 Scale of Change 188 Chapter 28 Who Is Your Chief Customer Officer? 193 Chapter 29 The Power in You 197 Chapter 30 The Relationship Hub 201 Index 207
Foreword jeff jarvis xi Foreword brian solis xv Acknowledgments xxi Chapter 1 This Could Be Your Brand 1 Chapter 2 Welcome to Our World of @YourService 7 Chapter 3 It Starts with a Capital C 18 Chapter 4 Do You Tell Your Customers Not to Call You? 25 Chapter 5 Let Me Check with My Boss 34 Chapter 6 The Social Media Hype 40 Chapter 7 The Starting Point 46 Chapter 8 The Snarky Web 51 Chapter 9 Scalable Intimacy 56 Chapter 10 Intimate Connections 65 Chapter 11 The Social Business 78 Chapter 12 Connecting 81 Chapter 13 The First Weeks at Comcast 86 Chapter 14 What Is Your Customer Guarantee? 92 Chapter 15 Tweet Tweet 99 Chapter 16 Driving Change in an Organization 109 Chapter 17 Social Customer Service Is a Failure 115 Chapter 18 An Inside Look at a Call Center 119 Chapter 19 The Basic Tenets of Service 130 Chapter 20 Is Service One of Your Values? 137 Chapter 21 Do You Trust Your Service Team? 142 Chapter 22 The Tail Wagging the Dog 149 Chapter 23 How Do You Speak? 158 Chapter 24 Startle Your Customer 166 Chapter 25 Responding to Social Media Crisis 171 Chapter 26 Doing Social Good 184 Chapter 27 Scale of Change 188 Chapter 28 Who Is Your Chief Customer Officer? 193 Chapter 29 The Power in You 197 Chapter 30 The Relationship Hub 201 Index 207
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