Leseprobe
Table of Contents
Table of Figures
1 Introduction
1.1 Problem Definition
1.2 Objectives
1.3 Structure
2 Social Media
2.1 Definition of Social Media
2.2 Selected forms of Social Media
2.2.1 Wikis
2.2.2 Weblogs
2.2.3 Microblogs
2.2.4 Podcasts
2.2.5 Social Bookmarking
2.2.6 Social Networks
3 Providing Customer Service by use of Social Media
3.1 Corporate Blogs - best practice by Daimler
3.2 Twitter Representatives - best practice by Zappos
3.3 Facebook Profiles - best practice by Starbucks
4 Best practice by Dell
4.1 Dell Hell
4.2 Direct2Dell
4.3 Dell’s activities‘ efficiency
4.4 Dell’s prospects
5 Conclusion
List of literature
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- Linda Nguyen (Autor:in), 2010, Providing Customer Service by use of Social Media Channels (best practices), München, GRIN Verlag, https://www.grin.com/document/183360
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