“Face2Face is a solid primer for businesses looking to be more social. Following King’s advice will lead to increased business and greater customer loyalty.”
—Patrick O’Keefe, iFroggy Network,
and author, Managing Online Forums
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.
“David Lee King does it again! His leadership in experimenting with new social tools blazes the trail rather than following the pack.”
—Stephen Abram MLS,
VP, Gale Cengage Learning