Delivering effective social customer service : (Record no. 12059)
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| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781118662663 |
| Qualifying information | (electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 1118662660 |
| Qualifying information | (electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| International Standard Book Number | 9781118770566 |
| Qualifying information | (electronic bk.) |
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| International Standard Book Number | 1118770560 |
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| Qualifying information | (electronic bk.) |
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| International Standard Book Number | 1118662652 |
| Qualifying information | (electronic bk.) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Canceled/invalid ISBN | 9781118662670 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| Canceled/invalid ISBN | 1118662679 |
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| 035 ## - SYSTEM CONTROL NUMBER | |
| System control number | (OCoLC)868973379 |
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| 037 ## - SOURCE OF ACQUISITION | |
| Stock number | CL0500000492 |
| Source of stock number/acquisition | Safari Books Online |
| 037 ## - SOURCE OF ACQUISITION | |
| Stock number | DAF47BE5-F456-4385-9B25-636A8E024F2C |
| Source of stock number/acquisition | OverDrive, Inc. |
| Note | http://www.overdrive.com |
| 050 #4 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF5415.335 |
| Item number | .B586 2013eb |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 082000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 041000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 042000 |
| Source | bisacsh |
| 072 #7 - SUBJECT CATEGORY CODE | |
| Subject category code | BUS |
| Subject category code subdivision | 085000 |
| Source | bisacsh |
| 082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.812 |
| Edition number | 23 |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | MAIN |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Blunt, Carolyn, |
| Dates associated with a name | 1976- |
| Real World Object URI | https://id.oclc.org/worldcat/entity/E39PCjthHB7H64m4FWJx4XF64y |
| 245 10 - TITLE STATEMENT | |
| Title | Delivering effective social customer service : |
| Remainder of title | how to redefine the way you manage customer experience and your corporate reputation / |
| Statement of responsibility, etc. | Carolyn Blunt and Martin Hill-Wilson ; cover design by Andrew Ward. |
| 264 #1 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Place of production, publication, distribution, manufacture | Chichester, England : |
| Name of producer, publisher, distributor, manufacturer | Wiley, |
| Date of production, publication, distribution, manufacture, or copyright notice | 2013. |
| 264 #4 - PRODUCTION, PUBLICATION, DISTRIBUTION, MANUFACTURE, AND COPYRIGHT NOTICE | |
| Date of production, publication, distribution, manufacture, or copyright notice | �2013 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 1 online resource (252 pages) : |
| Other physical details | illustrations |
| 336 ## - CONTENT TYPE | |
| Content type term | text |
| Content type code | txt |
| Source | rdacontent |
| 337 ## - MEDIA TYPE | |
| Media type term | computer |
| Media type code | c |
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| 338 ## - CARRIER TYPE | |
| Carrier type term | online resource |
| Carrier type code | cr |
| Source | rdacarrier |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 588 0# - SOURCE OF DESCRIPTION NOTE | |
| Source of description note | Online resource; title from PDF title page (ebrary, viewed November 07, 2013). |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Cover; Title page; Copyright page; Contents; Foreword; A Quick Introduction to Reading This Book; Chapter 1: Where Were You When It All Changed?; The politics of social transparency; Chapter 2: Understanding Social Customer Behaviour; Customers and their use of social networks; Service expectations; Chapter 3: The Ecosystem for Social Customer Service; Big picture perspective; Mapping the territory; Visualizing the ecosystem; Operational considerations; Customer data; Chapter 4: The Roadmap for Social Customer Service; Chapter 5: Using Peer-to-Peer Support in Your Service Strategy. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | Community dynamics -- why it worksHow peer-to-peer support fits with other channels and support infrastructure; The benefits of peer-to-peer support; Examples of peer-to-peer support; The outlook for peer-to-peer support; Chapter 6: How to Use Facebook for Social Customer Service; Setting up and operating Facebook as a customer service facility; Performance levels; Chapter 7: How to Use Twitter as a Service Channel; How people use Twitter; Why some organizations won't get involved; What's the business case for Twitter?; Twitter as part of your multi-channel strategy. |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 1. Channels multiply rather than die2. There is no such thing as a "killer" channel; The Twitter workflow; Chapter 8: Reputation and Crisis Management; When does a drama become a crisis?; Crisis best practice; Facebook and community best practice; Chapter 9: The Legalities of Social Interaction; Privacy, copyright and data protection are your responsibility; Who owns the content on social media profiles?; Retweet recourse; Mixing staff and social; The right to privacy?; Chapter 10: One Agenda: PR, Marketing and Customer Service Working Together; Why One Agenda? |
| 505 8# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 1. Develop a common view of customers2. Do joint business planning and projects; 3. Merge customer analytics; Final thoughts; Ending or Beginning?; Index. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | Social Customer Service is new. It is taking customers and organisations into untested ways of relating: transparently, collaboratively, instantly. The consequences of great and poor service are forever changed. Customer appetite has promoted this form of interaction to the very front of a race to understand. How do digital brands and empowered customers actually behave? Social Customer Service has become Marketing's R & D lab and a listening hub for the rest of the organisation. It is now where corporate reputations are most likely to be won and lost. 'Delivering Effective. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | John Wiley and Sons |
| Provenance (VM) [OBSOLETE] | Wiley Online Library: Complete oBooks |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Consumer satisfaction. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer relations |
| General subdivision | Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Consommateurs |
| General subdivision | Satisfaction. |
| 650 #6 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Service �a la client�ele. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | BUSINESS & ECONOMICS |
| General subdivision | Industrial Management. |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | BUSINESS & ECONOMICS |
| General subdivision | Management. |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | BUSINESS & ECONOMICS |
| General subdivision | Management Science. |
| Source of heading or term | bisacsh |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | BUSINESS & ECONOMICS |
| General subdivision | Organizational Behavior. |
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| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Consumer satisfaction |
| Source of heading or term | fast |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer relations |
| General subdivision | Management |
| Source of heading or term | fast |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer services |
| Source of heading or term | fast |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Hill-Wilson, Martin. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Ward, Andrew |
| Titles and other words associated with a name | (Designer) |
| Real World Object URI | https://id.oclc.org/worldcat/entity/E39PCjxfWVJyCRCkJRmXPTQbr3 |
| 758 ## - RESOURCE IDENTIFIER | |
| Relationship information | has work: |
| Label | Delivering effective social customer service (Text) |
| Real World Object URI | https://id.oclc.org/worldcat/entity/E39PCFBwg9R8d3VcCCqMG6xCcP |
| Relationship | https://id.oclc.org/worldcat/ontology/hasWork |
| 776 08 - ADDITIONAL PHYSICAL FORM ENTRY | |
| Relationship information | Print version: |
| Main entry heading | Blunt, Carolyn. |
| Title | Delivering effective social customer service : how to redefine the way you manage customer experience and your corporate reputation. |
| Place, publisher, and date of publication | Chichester, England : Wiley, �2013 |
| Physical description | xii, 238 pages |
| International Standard Book Number | 9781118662670 |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663">https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663</a> |
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