by Cristina García Ungil, Rocío Nuñez Martinez, Nuria Salas Salas, Olga Suanya Sag · Profit · tapa blanda · ISBN 9788415330776
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«El cliente social» is the management handbook by Cristina García Ungil, Rocío Nuñez, Nuria Salas and Olga Suanya, published by Profit in paperback (160 pages).
The work analyses how social media have transformed customer service and how companies can integrate them into their contact centres to converse with consumers and build relationships. Faced with customers who have an active voice, it proposes concepts, tools and strategies to adapt services to a scenario where conversations about brands multiply online.
First edition published in March 2013 in Barcelona by Profit Editorial. Includes a foreword by Jaime Echegoyen, CEO of Retail Banking at Barclays Bank Spain.
Aimed at marketing, sales and customer service professionals, as well as executives who want to integrate social media into their business strategy.
