Expertly Managing the Social Customer Experience


Tags: CMIQ


Shifting customer service dialogue from phone lines and complaint counters to blogs, message boards and Twitter accounts has produced more than a mere landscape change—it has entirely changed the manner in which corporations manage the customer experience. As issues evolve from open-and-shut personal complaints into global discussions that can have long-standing implications on your brand even after they are technically "resolved," it is imperative to develop a protocol for the new age of customer engagement.

This session will arm you to parlay your proven customer management practices into the creation of an effective social customer experience.

  • Implement best practice strategies for identifying and archiving customer complaints posted within social networks
  • Efficiently allocate resources to customer issues that require personalized attention and those that can be addressed on a large scale
  • Execute a proactive customer service follow?up strategy that builds customer loyalty and keeps your team in tune to developing issues and complaints
  • Monitor fallout from unresolved customer service issues in order to proactively mitigate negative branding across the social spectrum
  • Assure properly resolved issues and customer service success stories are channeled through social media to preempt potential complaints and spur customer confidence prior to purchase

Shifting customer service dialogue from phone lines and complaint counters to blogs, message boards and Twitter accounts has produced more than a mere landscape change—it has entirely changed the manner in which corporations manage the customer experience. As issues evolve from open-and-shut personal complaints into global discussions that can have long-standing implications on your brand even after they are technically "resolved," it is imperative to develop a protocol for the new age of customer engagement.

This session will arm you to parlay your proven customer management practices into the creation of an effective social customer experience.

  • Implement best practice strategies for identifying and archiving customer complaints posted within social networks
  • Efficiently allocate resources to customer issues that require personalized attention and those that can be addressed on a large scale
  • Execute a proactive customer service follow?up strategy that builds customer loyalty and keeps your team in tune to developing issues and complaints
  • Monitor fallout from unresolved customer service issues in order to proactively mitigate negative branding across the social spectrum
  • Assure properly resolved issues and customer service success stories are channeled through social media to preempt potential complaints and spur customer confidence prior to purchase