Crack The Customer Code

Adam and Jeannie interview Dan Gingiss, author of Winning at Social Customer Care: How Top Brands Design Engaging Experiences on Social Media. It's time to own social customer care Providing great customer service is important, no matter what channel is being used. But when it comes to engaging with customers on social, many companies are reluctant to invest where it counts. They fear opening up social channels will also open up the floodgates for serial complainers, trolls and negative word-of mouth. They fear their team isn’t large enough, interesting enough, or knowledgeable enough to do it right. And with recent PR nightmares in the airline industry, who could blame brands for being hesitant to engage on social? Customers need you on social, and they expect social customer service as part of the omnichannel experience your competitors already deliver. It’s time to overcome those fears! Dan Gingiss is here to help dispel the myths around social customer care. Sure there are risks, but there are also o