Customer Service Through Social Media
November 6, 2012 by Chris Sherman
Sharing on Facebook, Tweeting status updates, checking in on Foursquare – these are now commonplace activities for most people who are active online. So what’s new? What’s new is how customer service, PR and marketing have converged in one immense, transparent space. These three points of reaching and engaging customers are no longer happening in separate rooms, in separate departments, in separate funnels of information. Customer Service Through Social Media Ads at SMX Social Media Marketing explores this convergence and why it’s vital for organizations of all sizes to understand that this has led to a new level of expectation from customers, and why – and how – it’s vital to be engaged.
Greg Kihlstrom, Principal, VP of Digital Strategy, Carousel30, will discuss how to deal with the collision of once-controlled, top-down marketing with today’s consumer generated social media content. You don’t get to decide whether you’ll merge customer service and PR and marketing on social media. You only get to choose how well you do it, and Greg will be offering seven best practices to successfully fuse customer service, PR and marketing in the social space, and keep them all equally effective.
With social media, everything can change in an instant. A small issue can blossom into a full-blown crisis, a minor complaint can escalate into a customer service failure and a question left unattended can lead to anger and – worse – viral failure. Daniel Lemin, Consultant, Social Studio, will review the necessary social customer service elements in gathering (monitoring), responding (engagement) and reporting, drawing directly from experience working with brands including Iams, Pampers, Visit California and Speedway.
Lisa Grimm, Senior Social Media Strategist, Imagination, will be participating in the Q&A portion of the session.
Customer Service Through Social Media Ads is just one of more than a dozen sessions, in addition to two keynotes, from Twitter and Google. You’ll enjoy great lunches, networking receptions and free internet access in your ARIA guest room and conference session rooms.
Take advantage of early bird rates and you’ll pay just $1395 for an All Access pass, a $300 savings off our on-site rates.