Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

INDEX

abusive/offensive comments 188, 196, 197, 215, 218

age of customers 27, 46, 88

Air Force Web Posting Response Assessment V.2 193

airlines 106, 148, 152

alignment of strategy 66, 67, 80

analytics 73–4, 108, 111, 112–13, 228

AOL 123

apologies 59, 182, 190, 195

Apple 133

Application Programming Interfaces (APIs) 52–3

apps 155–8

askciti 156, 179–80, 182

ASOS 4, 159, 178, 179

Aspect 154

AT&T 226

attitudes 48, 94

Autodesk 122, 126, 135, 182

Barclaycard 137

Best Buy 135

“Big Data” 40, 51, 75, 111

blogs 45, 47, 118

Boon, Vincent 121

“brand destruction” 33

Brand Embassy 154

brand equity 147

brand voice 141–2

British Airways 178

British Gas 4

British Telecom (BT) 4, 132, 133, 178, 179, 191

BSkyB 4

Buddy Media 154

business planning 226–7

Cairns, Chris 211

call centres 4, 10, 23, 54, 56–7, 149, 175, 176

see also contact centres

Carillion 7–15, 25, 189

Carroll, Dave 31–6, 188

celebrities 94

censorship 13

centralization 71

Chaddock, Leon 193

Chambers, Paul 212

change 87–8, 112

channel mix 87–9

chat 129, 144, 156, 161, 179

Cisco 33

Citrix 133

cloud services 124, 127

co-creation 89, 119

Co-op 159

Coca-Cola 33, 203

collaboration 134–5, 138–44, 221, 226

ComBlu 123–4, 130

Comcast 4

comments

abusive/offensive 188, 196, 197, 215, 218

disabling of 24

negative 11, 25–6, 48

communication

Conversocial 54

crisis management 193, 194–5

one-to-one 5

real-time 41, 106, 168

see also cross-channel communication; multi-channel communication

competitors 6, 88, 106

complaints 10, 11, 59, 173

Carillion