November 2013
Intermediate to advanced
250 pages
4h 38m
English
book
Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation
by Martin Hill-Wilson, Carolyn Blunt
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INDEX
abusive/offensive comments 188, 196, 197, 215, 218
Air Force Web Posting Response Assessment V.2 193
alignment of strategy 66, 67, 80
analytics 73–4, 108, 111, 112–13, 228
AOL 123
Apple 133
Application Programming Interfaces (APIs) 52–3
Aspect 154
AT&T 226
Barclaycard 137
Best Buy 135
Boon, Vincent 121
“brand destruction” 33
Brand Embassy 154
brand equity 147
British Airways 178
British Gas 4
British Telecom (BT) 4, 132, 133, 178, 179, 191
BSkyB 4
Buddy Media 154
Cairns, Chris 211
call centres 4, 10, 23, 54, 56–7, 149, 175, 176
see also contact centres
celebrities 94
censorship 13
centralization 71
Chaddock, Leon 193
Chambers, Paul 212
Cisco 33
Citrix 133
Co-op 159
collaboration 134–5, 138–44, 221, 226
Comcast 4
comments
abusive/offensive 188, 196, 197, 215, 218
disabling of 24
communication
Conversocial 54
one-to-one 5
see also cross-channel communication; multi-channel communication
Carillion
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.