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…
