Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media

An essential book for anyone who does any form of customer support on social media. It's simply written (no jargon) and is a perfect read while commuting. It's loaded with relatable examples, many of which I have "stolen" for use in my own conversations about this. Get it. Seriously.

This book was awesome for fundamentals. Any company looking to start developing a Social Customer Care presence should give this a read. Content was very easy to follow and extremely applicable to any kind of business. Love love love!

This book is Top Shelf!If you are in the world of social media and especially social Customer Service than this book is a MUST read! It breaks down what you need to do and how to do it. I used to work for a large telco and was the Customer Service Social Media Strategist and I wish at the time of starting up our efforts that this book existed. It does not have the "fluff" you may hear form others, it has tactical and real life examples of the world of social Customer Service.The fact that this is broken down into bite size chunks (8 steps) really helps you digest the information and compare it to your own path or identify where you may need to improve upon in your current world.Each and every step of the 8 is a bulls-eye! I have read countless white papers, blog posts (some of my own too) and this book just takes it down to a very personable and easy to understand and apply level that you can take these steps and go implement them today.Congrats to Dan Gingiss for such an amazing book!HIGHLY recommend this!

Conducting the social media presence for a national brand, our team skirts the line between marketing and customer experience. Winning at Social Customer Care by Dan Gingiss has been an excellent resource that has given me the opportunity to refocus my efforts and deliver moments of true value to existing and potential customers.The book is very easy to read, and Dan does a very good job of breaking down complex ideas in addition to the essentials. I would suggest this book as a quick study and continued reference for anyone who has found themselves interacting with customers on social media.

As Dan's colleagues in the customer service industry have noted, 'Winning At Social Customer Care' is a must-read for any brand that's providing social customer care -- and even more of a no-brainer for the millions of behind-the-curve businesses that aren't, but need to be. Instead of sticking to mundane data, theory and psychology, Winning At Social Customer Care is masterfully built with selected anecdotes from nearly 50 episodes of Dan's industry-leading podcast, each detailing a different brand's unique approach to social care -- and stitched tightly with Dan's personal experiences running point on customer service for a pair of Fortune 500 companies. The result is a well-designed blueprint that's both actionable for social media executives -- but also casually enjoyable, for anyone who has either purchased anything, ever, and/or used social media to communicate with a brand. Winning At Social Customer Care will have you rethinking how your brand does business with its customers, while inspiring you to think differently about your own purchasing experiences.