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Best Practices Guidebook: WOM in the Customer Contact Center

 The Best Practices Guidebook: WOM in the Customer Contact Center was developed by the Customer Service Subcommittee of WOMMA's Research and Measurement Council in response to an industry demand for a detailed look into examples of integrating word of mouth (WOM) principles and social media into the discipline of customer service.

"This Guidebook establishes WOMMA at the beginning of a movement that promises to be a critical step in the maturing of WOM as a discipline and the evolution of the customer contact center," said Neil Beam, Vice-Chair of the WOMMA Research and Measurement Council and Sr. Manager of Channel Strategy at AT&T.

Through key findings and a series of case studies, the Guidebook is meant to provide practitioners with a solid basis to either structure a new customer service program that integrates WOM and social media or iterate upon existing models.

"The Guidebook is a compilation of data and analysis that showcases what organizations of varied sizes and industries are doing in regards to integrating social media into their customer service strategy," said Linda Dickerhoof, Chair of the WOMMA Customer Service Subcommittee and Director of Marketing Communications at VIPdesk.

The research has been summarized in a series of case studies that will provide insight and guidance that can be utilized by marketing and customer service professionals struggling with the best way to utilize social media as a viable channel for customer communication, and ultimately customer loyalty.



Members, download the complete Guide here:

>> Click here to download the entire Best Practices Guidebook: WOM in the Customer Contact Center

You will need your Member Center login to access the Guide. Lost your login? Contact Pat McCarthy at Pat@WOMMA.org to request your login.



Nonmembers, access the first three chapters of the Guidebook here:

>> Click here to download a sample of the Best Practices Guidebook: WOM in the Customer Contact Center
 
Best Practices Guidebook
  
 
 

The Best Practices Guidebook: WOM in the Customer Contact Center was developed by the Customer Service Subcommittee of WOMMA's Research and Measurement Council in response to an industry demand for a detailed look into examples of integrating word of mouth (WOM) principles and social media into the discipline of customer service.
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This 25-page eBook examines the valuable word of mouth marketing trends presented through case studies and Keynotes at WOMMA Summit 2011.
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Best Practicebook: WOs GuideM in the Customer Contact Center

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