Face2Face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections
My second book – Face2face: Using Facebook, Twitter, and Other Social Media Tools to Create Great Customer Connections – is out!
What is Face2Face about? Here’s a short blurb about Face2Face:
Consumer-centric organizations know that social media can be used to engage with customers, leading to increased satisfaction and the acquisition of new customers through the power of viral marketing—yet relatively few firms are doing it well. With Face2Face, David Lee King (Designing the Digital Experience) presents a practical guide for any organization that aspires to create deep, direct, and rewarding relationships with patrons and prospects.
Going far beyond Facebook and Twitter, King demonstrates how a range of Web 2.0 tools and techniques can be used to start and sustain conversations and humanize the organization in the eyes of those it seeks to serve. He suggests ways to connect with customers using photos and video, communities and networks, and specific tools such as blogs and location services. He uses real-world examples to illustrate the do’s and don’ts of responding to criticism, and explains why and how listening, tone, human-centered site design, and measuring results are all critical components of any customer engagement strategy. (from Information Today’s page about the book).
Another book on social media? What makes your book different?
I’v read a lot of books on social media and the emerging social web. They all tend to focus on large, multi-national corporations like Ford, or extremely innovative startups like Hulu. Great examples of companies doing it right … but how about the mom-and-pop shop down the street from the library? There are a TON of organizations and small businesses that already have a web presence and/or a social media account set up, but they really don’t know how to use these social tools to connect with their customers and potential customers.
Face2Face provides practical next steps for these organizations to start connecting with their customers in online settings.