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 Customer Rock, who contributed several chapters.
I'd also like to thank Connie Reece for her sharing her ACDSee case study as well as Freshbooks and Frank Gruber of AOL.
You can download the ebook below:
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.
customer service pr marketing publicrelations public relations social media socialmedia publicity engagement conversation conversational media2.0 media+2.0 social+media public+relations customer+service social+marketing conversational+marketing
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