Social Customer Experience: Engage and Retain Customers through Social Media

Part I: Social Customer Experience Fundamentals

This part contains the following chapters:

• Chapter 1: Social Media and Customer Engagement
• Chapter 2: The Social Customer
• Chapter 3: Social Customer Experience Management
• Chapter 4: The Social Customer Experience Ecosystem

In the new world of the Social Web, social media marketing is already an established discipline, linking marketing with the important conversations that customers are leading on the Social Web. But there’s another wave just beginning, and its impact is sure to be bigger. Companies are rethinking not just marketing but customer care, product development, basic business processes, and more—all with the goal of driving real business outcomes through a new discipline: ...