This article was originally published on the FCR blog on August 29, 2017. Click here to read the original.

I’ve long been a fan and regular listener of the Focus on Customer Service Podcast hosted by Dan Gingiss and was thrilled when he published Winning at Social Customer Care. The book is a compilation of insights gained from interviews with leaders at top social customer care brands like Dell, USAA, Zappos, the Chicago Cubs, and others along with best practices he learned from leading social for multiple enterprise level organizations.

In the book, Gingiss does a great job of first defining social media customer care and making a case for its importance. He then lays out an action plan for companies large and small to support customers. In this article, I’ll take just a few moments to share my three

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