New ebook: Customer Service, The Art of Listening and Engagement Through Social Media

Engaging with and empowering your customers as an extension of your marketing efforts isn’t new. However, in the era of Social Media, there are new tools and philosophies to more effectively listen and engage with customers and in turn, cultivate a more significant community, enhance your brand, build relationships, and hopefully create evangelists along the way.

Participation is marketing.

Intention is everything.

Actions speak louder than words.

Don’t get me wrong. This isn’t about spam or doing what marketing seems to do best, “market at” people instead of creating dialog or contributing value. This is about honest and genuine engagement and how to do so through a new level of PR, Social Marketing, community management, and customer service using social tools driven by a meaningful, value-oriented two-way program. It’s the only way to earn trust, incite word of mouth, and encourage loyalty.

To help, I’ve released a new free ebook, “Customer Service, The Art of Listening and Engagement Through Social Media.”

Thank you to Becky Carroll of Customers Rock!, who contributed several chapters.

I’d also like to thank Connie Bensen for her sharing her ACDSee case study as well as Freshbooks and Frank Gruber of AOL.

You can download the ebook as a PDF or Word document here.

The ebook will be updated with contributions from some of my favorite voices on the subject. Stay tuned.

Also, make sure to read “The Company-Customer Pact” created by the folks at Satisfaction.

Connect with me on Twitter, Jaiku, LinkedIn, Pownce, Plaxo, FriendFeed, or Facebook.



Brian Solis is a digital analyst, anthropologist, and also a futurist. In his work at Altimeter Group, Solis studies the effects of disruptive technology on business and society. He is an avid keynote speaker and award-winning author who is globally recognized as one of the most prominent thought leaders in digital transformation.

His most recent book, What's the Future of Business: Changing the Way Businesses Create Experiences (WTF), explores the landscape of connected consumerism and how business and customer relationships unfold in four distinct moments of truth. His previous book, The End of Business as Usual, explores the emergence of Generation-C, a new generation of customers and employees and how businesses must adapt to reach them. In 2009, Solis released Engage, which is regarded as the industry reference guide for businesses to market, sell and service in the social web.

Contact Brian



  • Digital Customer by Brian Solis
  • Think like the customer by Brian Solis
  • Mirrors and Dreams by Brian Solis
  • An Evening with Brian Solis Microsoft Ventures Paris