Weekend Reading: “Winning at Social Customer Care” by Dan Gingiss

For the 176th episode of The Marketing Book Podcast, I interviewed Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media.

Social media has changed customer service forever by shifting power from brands to consumers, requiring a different way of thinking about the customer experience.

The book demonstrates how top brands are “winning” at customer service in social media, and provides and 8-step process for implementing social customer care that the author developed while doing the same for multiple Fortune 500 companies where he worked.

A bit more about the book…

Douglas Burdett

Douglas Burdett is the Principal of Artillery, a B2B marketing agency and is host of The Marketing Book Podcast. He is a former artillery officer, Madison Avenue ad man and stand-up comedian.