1. Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections

    David Lee King

    $19.99

     
Book Details

Format: EPUB (DRM)
Pages: 200
Publisher: Chicago Review Press
Date of Publication: Sep 1, 2012
ISBN: 9781937290412
Language: English

About This Book

Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing—yet relatively few firms are doing it well. With Face2Face, David Lee King (Designing the Digital Experience) presents a practical guide for any organization that aspires to create deep, direct, and rewarding relationships with patrons and prospects. Going far beyond Facebook and Twitter, King demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. He suggests ways to connect with customers using photos and video, communities and networks, and specific tools such as blogs and location services. He uses real-world examples to illustrate the do's and don'ts of responding to criticism, and explains why and how listening, tone, human-centered site design, and measuring results are all critical components of any customer engagement strategy.

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