Chapter 16. Socialization of Communication and Service
In Chapter 15, “Community Managers and Customer Service 2.0,” we explained that the era of Social Media requires more than just traditional marketing, Public Relations, and customer service infrastructure to compete for attention (today and especially in the future). Now it’s about people and engaging stakeholders, customers, and peers on their level; it’s no longer about connecting faceless companies to anonymous audiences. Putting the public back into Public Relations is humanizing the entire process of communications and service—not just keeping customers happy, but also cultivating loyalty and engendering enthusiasts along the way.
The evolving landscape of social tools ...
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