Book Released: Social Customer Service

Carolyn Blunt and Martin Hill-Wilson have co-authored a new book called ‘Delivering Effective Social Customer Service’.

Recent research has found that in the first three months of 2013, 1.2 million customer service questions were asked by the ‘fans’ of well-known brands on Facebook, an increase of 30% from Q4 of 2012; the demand for effective social customer service has never been higher. This book is the first of its kind to address all aspects of social customer service and is penned by two of the leading minds in the industry.

The media is full of reports of success stories of social customer service from blue chip companies, and is even quicker to report on publicity disasters when well-known companies are left red-faced after a social customer service catastrophe.

‘Delivering Effective Social Customer Service’ is a complete reference for achieving excellence. It tackles the big strategic planning issues and also provides a wealth of practical best practice advice. Regardless of where you are on your social customer service journey, this book delivers a wealth of actionable insight.

It also includes case studies and interviews with leading figures from both the UK and US customer service and social media communities. These provide another source of learning for readers who will be able to relate and empathise with the stories shared.

Jonty Pearce has written the following forward, which appears on the inside of the book’s sleeve:

Welcome to the new world. Customer service has changed for good with the advent of social media. And so have the rules. The problem is that the rules have not yet been written down. And many of them have not yet been invented.

So how do you play on a field where the rules of engagement are at best vague? This is where ‘Delivering Effective Social Customer Service’ comes in. It is a handbook that helps you to navigate the whole new world of social customer service. It is in many ways the new rule book for customer service.

The book is now available on Amazon.