Delivering effective social customer service: how to redefine the way you manage customer experience and your corporate reputation
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 u...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Hoboken
Wiley
2013
|
| Subjects: | |
| Online Access: | FRO01 FUBA1 UBG01 Volltext |
| Summary: | 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 |
| Physical Description: | 1 Online-Ressource (238 S.) Ill. |
| ISBN: | 9781118662663 1118662660 9781118770566 1118770560 9781118662656 1118662652 |
Staff View
MARC
| LEADER | 00000nmm a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV043396493 | ||
| 003 | DE-604 | ||
| 005 | 20220701 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 160222s2013 |||| o||u| ||||||eng d | ||
| 020 | |a 9781118662663 |c electronic bk |9 978-1-118-66266-3 | ||
| 020 | |a 1118662660 |c electronic bk |9 1-118-66266-0 | ||
| 020 | |a 9781118770566 |c electronic bk. |9 978-1-118-77056-6 | ||
| 020 | |a 1118770560 |c electronic bk. |9 1-118-77056-0 | ||
| 020 | |a 9781118662656 |c electronic bk. |9 978-1-118-66265-6 | ||
| 020 | |a 1118662652 |c electronic bk. |9 1-118-66265-2 | ||
| 024 | 7 | |a 10.1002/9781118662663 |2 doi | |
| 035 | |a (ZDB-35-WIC)ocn868973379 | ||
| 035 | |a (OCoLC)868973379 | ||
| 035 | |a (DE-599)BVBBV043396493 | ||
| 040 | |a DE-604 |b ger |e rakwb | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-861 |a DE-188 | ||
| 082 | 0 | |a 658.812 |2 23 | |
| 100 | 1 | |a Blunt, Carolyn |d 1976- |e Verfasser |0 (DE-588)116773968X |4 aut | |
| 245 | 1 | 0 | |a Delivering effective social customer service |b how to redefine the way you manage customer experience and your corporate reputation |c Carolyn Blunt and Martin Hill-Wilson |
| 264 | 1 | |a Hoboken |b Wiley |c 2013 | |
| 300 | |a 1 Online-Ressource (238 S.) |b Ill. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 520 | |a 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 | ||
| 650 | 7 | |a BUSINESS & ECONOMICS / Industrial Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Management Science |2 bisacsh | |
| 650 | 7 | |a BUSINESS & ECONOMICS / Organizational Behavior |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer relations / Management |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer relations / Management | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Consumer satisfaction | |
| 650 | 4 | |a Customer relations / Management | |
| 650 | 4 | |a Customer services | |
| 653 | |a Electronic books | ||
| 700 | 1 | |a Hill-Wilson, Martin |e Verfasser |0 (DE-588)1046679678 |4 aut | |
| 776 | 0 | 8 | |i Erscheint auch als |n Druck-Ausgabe |z 978-1-118-66267-0 |
| 856 | 4 | 0 | |u https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663 |x Verlag |z URL des Erstveröffentlichers |3 Volltext |
| 912 | |a ZDB-35-WIC | ||
| 940 | 1 | |q UBG_PDA_WIC | |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-028815077 | ||
| 966 | e | |u https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663 |l FRO01 |p ZDB-35-WIC |q FRO_PDA_WIC |x Verlag |3 Volltext | |
| 966 | e | |u https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663 |l FUBA1 |p ZDB-35-WIC |q ZDB-35-WIC 2020 |x Verlag |3 Volltext | |
| 966 | e | |u https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663 |l UBG01 |p ZDB-35-WIC |q UBG_PDA_WIC |x Verlag |3 Volltext | |
Record in the Search Index
| _version_ | 1804175977515843584 |
|---|---|
| any_adam_object | |
| author | Blunt, Carolyn 1976- Hill-Wilson, Martin |
| author_GND | (DE-588)116773968X (DE-588)1046679678 |
| author_facet | Blunt, Carolyn 1976- Hill-Wilson, Martin |
| author_role | aut aut |
| author_sort | Blunt, Carolyn 1976- |
| author_variant | c b cb m h w mhw |
| building | Verbundindex |
| bvnumber | BV043396493 |
| collection | ZDB-35-WIC |
| ctrlnum | (ZDB-35-WIC)ocn868973379 (OCoLC)868973379 (DE-599)BVBBV043396493 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03323nmm a2200637 c 4500</leader><controlfield tag="001">BV043396493</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20220701 </controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">160222s2013 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781118662663</subfield><subfield code="c">electronic bk</subfield><subfield code="9">978-1-118-66266-3</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1118662660</subfield><subfield code="c">electronic bk</subfield><subfield code="9">1-118-66266-0</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781118770566</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">978-1-118-77056-6</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1118770560</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">1-118-77056-0</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781118662656</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">978-1-118-66265-6</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1118662652</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">1-118-66265-2</subfield></datafield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1002/9781118662663</subfield><subfield code="2">doi</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(ZDB-35-WIC)ocn868973379</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)868973379</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV043396493</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-861</subfield><subfield code="a">DE-188</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.812</subfield><subfield code="2">23</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Blunt, Carolyn</subfield><subfield code="d">1976-</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)116773968X</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Delivering effective social customer service</subfield><subfield code="b">how to redefine the way you manage customer experience and your corporate reputation</subfield><subfield code="c">Carolyn Blunt and Martin Hill-Wilson</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Hoboken</subfield><subfield code="b">Wiley</subfield><subfield code="c">2013</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (238 S.)</subfield><subfield code="b">Ill.</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">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</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Industrial Management</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Management</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Management Science</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Organizational Behavior</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Consumer satisfaction</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer relations / Management</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer services</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Consumer satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations / Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Wirtschaft</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Consumer satisfaction</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations / Management</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield></datafield><datafield tag="653" ind1=" " ind2=" "><subfield code="a">Electronic books</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Hill-Wilson, Martin</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)1046679678</subfield><subfield code="4">aut</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Druck-Ausgabe</subfield><subfield code="z">978-1-118-66267-0</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663</subfield><subfield code="x">Verlag</subfield><subfield code="z">URL des Erstveröffentlichers</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-35-WIC</subfield></datafield><datafield tag="940" ind1="1" ind2=" "><subfield code="q">UBG_PDA_WIC</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-028815077</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663</subfield><subfield code="l">FRO01</subfield><subfield code="p">ZDB-35-WIC</subfield><subfield code="q">FRO_PDA_WIC</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663</subfield><subfield code="l">FUBA1</subfield><subfield code="p">ZDB-35-WIC</subfield><subfield code="q">ZDB-35-WIC 2020</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663</subfield><subfield code="l">UBG01</subfield><subfield code="p">ZDB-35-WIC</subfield><subfield code="q">UBG_PDA_WIC</subfield><subfield code="x">Verlag</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV043396493 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T07:24:51Z |
| institution | BVB |
| isbn | 9781118662663 1118662660 9781118770566 1118770560 9781118662656 1118662652 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028815077 |
| oclc_num | 868973379 |
| open_access_boolean | |
| owner | DE-861 DE-188 |
| owner_facet | DE-861 DE-188 |
| physical | 1 Online-Ressource (238 S.) Ill. |
| psigel | ZDB-35-WIC UBG_PDA_WIC ZDB-35-WIC FRO_PDA_WIC ZDB-35-WIC ZDB-35-WIC 2020 ZDB-35-WIC UBG_PDA_WIC |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Wiley |
| record_format | marc |
| spelling | Blunt, Carolyn 1976- Verfasser (DE-588)116773968X aut Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation Carolyn Blunt and Martin Hill-Wilson Hoboken Wiley 2013 1 Online-Ressource (238 S.) Ill. txt rdacontent c rdamedia cr rdacarrier 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 BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Consumer satisfaction fast Customer relations / Management fast Customer services fast Consumer satisfaction Customer relations / Management Customer services Wirtschaft Electronic books Hill-Wilson, Martin Verfasser (DE-588)1046679678 aut Erscheint auch als Druck-Ausgabe 978-1-118-66267-0 https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663 Verlag URL des Erstveröffentlichers Volltext |
| spellingShingle | Blunt, Carolyn 1976- Hill-Wilson, Martin Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Consumer satisfaction fast Customer relations / Management fast Customer services fast Consumer satisfaction Customer relations / Management Customer services Wirtschaft |
| title | Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation |
| title_auth | Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation |
| title_exact_search | Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation |
| title_full | Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation Carolyn Blunt and Martin Hill-Wilson |
| title_fullStr | Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation Carolyn Blunt and Martin Hill-Wilson |
| title_full_unstemmed | Delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation Carolyn Blunt and Martin Hill-Wilson |
| title_short | Delivering effective social customer service |
| title_sort | delivering effective social customer service how to redefine the way you manage customer experience and your corporate reputation |
| title_sub | how to redefine the way you manage customer experience and your corporate reputation |
| topic | BUSINESS & ECONOMICS / Industrial Management bisacsh BUSINESS & ECONOMICS / Management bisacsh BUSINESS & ECONOMICS / Management Science bisacsh BUSINESS & ECONOMICS / Organizational Behavior bisacsh Consumer satisfaction fast Customer relations / Management fast Customer services fast Consumer satisfaction Customer relations / Management Customer services Wirtschaft |
| topic_facet | BUSINESS & ECONOMICS / Industrial Management BUSINESS & ECONOMICS / Management BUSINESS & ECONOMICS / Management Science BUSINESS & ECONOMICS / Organizational Behavior Consumer satisfaction Customer relations / Management Customer services Wirtschaft |
| url | https://onlinelibrary.wiley.com/doi/book/10.1002/9781118662663 |
| work_keys_str_mv | AT bluntcarolyn deliveringeffectivesocialcustomerservicehowtoredefinethewayyoumanagecustomerexperienceandyourcorporatereputation AT hillwilsonmartin deliveringeffectivesocialcustomerservicehowtoredefinethewayyoumanagecustomerexperienceandyourcorporatereputation |