CONTENTS
A Quick Introduction to Reading This Book
1 Where Were You When It All Changed?
2 Understanding Social Customer Behaviour
3 The Ecosystem for Social Customer Service
4 The Roadmap for Social Customer Service
5 Using Peer-to-Peer Support in Your Service Strategy
6 How to Use Facebook for Social Customer Service
7 How to Use Twitter as a Service Channel
8 Reputation and Crisis Management
9 The Legalities of Social Interaction
10 One Agenda: PR, Marketing and Customer Service Working Together
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