Social Customer Experience by Evans, Dave -- Read -- Imperial Library of Trantor

Index

Cover Titlepage Frontmatter Dedication Acknowledgments About the Authors Foreword Introduction Part I: Social Customer Experience Fundamentals

Chapter 1: Social Media and Customer Engagement

The Social Feedback Cycle The Social Web and Engagement The Operations and Marketing Connection Review and Hands-On

Chapter 2: The Social Customer

Who Is the Social Customer? The Motives for Social Interaction The Customer Experience and Social CRM Outreach and Influencer Relations Review and Hands-On

Chapter 3: Social Customer Experience Management

Understanding Customer Experience Are You Ready for SCEM? SCEM and Measurement The Essential Role of the Employee Review and Hands-On

Chapter 4: The Social Customer Experience Ecosystem

Social Identities and Profiles Social Applications Social Channels Use Brand Outposts and Communities The Social Ecosystem Review and Hands-On

Part II: Your Social Presence

Chapter 5: Social Technology and Business Decisions

Three Reasons for Social Customer Experience Prioritization: Getting to the Conversations That Matter Social Technology and Decision Support Review and Hands-On

Chapter 6: Social Analytics, Metrics, and Measurement

Why We Measure Social Analytics Know Your Influencers Web Analytics Business Analytics Review and Hands-On

Chapter 7: Five Key Trends

Real-Time Engagement Mobile Computing Co-creation Crowdsourcing Gamification Review and Hands-On

Part III: Social Customer Experience Building Blocks

Chapter 8: Customer Engagement

Hierarchy of Types Level 1: Support Level 2: Sales Level 3: Innovation Hierarchy of Value Review and Hands-On

Chapter 9: Social CRM and Social Customer Experience

CRM, Social CRM, and SCE The Case for Integration Where This Is All Going Review and Hands-On

Chapter 10: Social Objects

What Is a Social Object? Social Objects: Types and Uses The Future of Social Objects Review and Hands-On

Chapter 11: The Social Graph

What Is a Social Graph? Characteristics of Social Graphs Social Graphs Spread Information The Social Graph and Social Customer Experience Review and Hands-On

Chapter 12: Social Applications

What Is a Social Application? Social Applications Drive Engagement Plan Your Social Customer Experience Platform Review and Hands-On

Part IV: Appendixes

Appendix A: Terms and Definitions

Social Object Social Application Social Graph Social Network Social CRM and Social Customer Experience

Appendix B: Thought Leaders Appendix C: Hands-On Exercises

Chapter 1: Social Media and Customer Engagement Chapter 2: The Social Customer Chapter 3: Social Customer Experience Management Chapter 4: The Social Customer Experience Ecosystem Chapter 5: Social Technology and Business Decisions Chapter 6: Social Analytics, Metrics, and Measurement Chapter 7: Five Key Trends Chapter 8: Customer Engagement Chapter 9: Social CRM and Social Customer Experience Chapter 10: Social Objects Chapter 11: The Social Graph Chapter 12: Social Applications

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