ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


Are You Ready to Win at Social Customer Care?

Now that we’re more than halfway through 2017, how are you feeling about your career progress? Is your contact center moving in the right direction? Are you working towards supporting customers in their channel of choice?

If you’ve put your goals on the back burner, now’s the time to make the most of the remainder of the 2017! You can start by joining us in reading the next ICMI Book Club selection. As we wrap up our editorial focus on omnichannel, it’s time to talk social media. Let’s face it, social media has changed customer service forever, shifting the power to consumers. If you’re not supporting customers via social media, you’re going to get left behind.

Winning at Social Customer Care

Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, is a must-read for contact center, customer service, and customer experience leaders. That’s what we’ve chosen the book by Dan Gingiss as our August book club selection! Whether you’re already supporting customers via social media, or know you need to get started, you’ll find a practical framework in this book.  At under 150 pages, this book is a quick read, but a powerful one, packed with applicable insight. So, no excuses. If you’ve been wanting to join the ICMI Book Club, now’s the time!

Purchase your copy of Winning at Social Customer Care by Dan Gingiss, and then head over to our Goodreads group to discuss with other readers.  We’ll share a discussion guide there in the coming weeks, so stay tuned. You can use that guide to host your own book club gathering with your team. Bonus: join us for a live Twitter chat with Dan on August 22nd. More details below!

Save the date!

We’re excited to offer a unique opportunity for you to connect with author Dan Gingiss:

  • On Tuesday, August 22 at 1:00 ET, Dan will join us for a special #ICMIchat. You can use Twubs to join us, or your favorite Twitter platform. Just follow and use the hashtag to participate.  

Not a member of our book club? That’s okay. It’s never too late to join, and we welcome all newcomers. It’s simple. Just head over to our Goodreads group for all the details.