Social Customer Experience: Engage and Retain Customers through Social Media

Connect with customers to grow your brand and your bottom line Social Customer Experience offers a method for designing an organization that is fundamentally connected to its customers, and that designs and delivers superior products and services as a result. This book focuses on three main challenges faced by any company: understanding the social landscape, assessing current efforts, and implementing a complete strategy. Social Customer Experience provides marketers and customer care managers with a proven framework for building a powerful, contemporary brand for organizations both large and small. Create an integrated, comprehensive social media strategy using core technologies designed to engage consumers Create an effective program for measuring and reporting on social efforts to executives and other internal stakeholders Learn how to create and maintain a social community and how to connect communities with engagement tools Understand the evolution of social business and identify areas where your organization can gain traction Engage and build powerful brand advocates using established techniques Connect with current online social business thought leaders and gain access to additional resources

Dave Evans is VP, Social Strategy at Lithium and author of the bestseller Social Media Marketing: An Hour a Day. Evans has served on the advisory board for ad:tech, and the measurement and metrics council for the Word of Mouth Marketing Association. Joe Cothrel is Lithiums Chief Community Officer and has worked with more than 300 companies using online communities to create productive relationships with customers, partners, and employees.