Engaging with and empowering your customers as an extension of your marketing efforts isn’t new. However, in the era of Social Media, there are new tools and philosophies to more effectively listen and engage with customers and in turn, cultivate a more significant community, enhance your brand, build relationships, and hopefully create evangelists along the way.
Participation is marketing.
Intention is everything.
Actions speak louder than words.
Don’t get me wrong. This isn’t about spam or doing what marketing seems to do best, “market at” people instead of creating dialog or contributing value. This is about honest and genuine engagement and how to do so through a new level of PR, Social Marketing, community management, and customer service using social tools driven by a meaningful, value-oriented two-way program. It’s the only way to earn trust, incite word of mouth, and encourage loyalty.
To help, I’ve released a new free ebook, “Customer Service, The Art of Listening and Engagement Through Social Media.”
Thank you to Becky Carroll of Customers Rock!, who contributed several chapters.
I’d also like to thank Connie Bensen for her sharing her ACDSee case study as well as Freshbooks and Frank Gruber of AOL.
You can download the ebook as a PDF or Word document here.
The ebook will be updated with contributions from some of my favorite voices on the subject. Stay tuned.
Also, make sure to read “The Company-Customer Pact” created by the folks at Satisfaction.
Connect with me on Twitter, Jaiku, LinkedIn, Pownce, Plaxo, FriendFeed, or Facebook.
Thanks to you Brian 🙂
I am very much interested to know how you are tying up social media with customer service and engagement.
Santosh
I have been through your e-book of “Customers service, the art of listening and engagement through social media.” It is very informative and the case study is very helpful to many of them who is interested in customer service.
Thanks to you, Brian, for including a synopsis of my work at ACDSee.
And thanks for creating this collaboration!
The download requires registration: “Please Login or Sign Up to Do That”
well would like to have a copy of that ebook hope its free 🙂
thanks for sharing.
good job
nice
nice
That's a topic that really interests me, so I was quite excited to find your book. Thank you!
That's a topic that really interests me, so I was quite excited to find your book. Thank you!
many thanks for your effort
thaknk you it's help me alot
Just bought your book!
Thanks…
No download then…
Dear Brian, I still didn’t read this eBook, but the “The Essential Guide to Social Media” is :
* of rich and concise content* combining a human, marketing and scientific approach* goes to the essential, in a subtle style.If all people who talks about any subject did so, we would learn fastly (and so, save time for personal life), and we’ll have a simple and better philosophic approach of life.The world don’t need manager’s, but human thinking people.Thank you “so Much” Brain.
Dear Brian, I still didn’t read this eBook, but the “The Essential Guide to Social Media” is :
* of rich and concise content* combining a human, marketing and scientific approach* goes to the essential, in a subtle style.If all people who talks about any subject did so, we would learn fastly (and so, save time for personal life), and we’ll have a simple and better philosophic approach of life.The world don’t need manager’s, but human thinking people.Thank you “so Much” Brain.