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· 분류 : 외국도서 > 경제경영 > 고객관리
· ISBN : 9781118217221
· 쪽수 : 240쪽
· 출판일 : 2012-04-24
목차
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
