Energizing Customer Support Communities in Facebook and Across the Social Web
How Leading Brands Optimize Returns from Customer Engagement Programs
More and more customers turn to Facebook, Twitter and their favorite web destinations to discuss both positive and negative service issues and discover other customers who can help. Companies are learning how to optimize these channels and foster community interaction to help solve customer complaints faster.
You’ll hear from our featured guest, Mark Hopkins, how Lenovo created their own community of experts and leveraged that community to enhance the customer experience. And Joe Cothrel, Chief Community Officer at Lithium Technologies, will share insights on how to gain optimal value from engaging customer-customer support online.
By joining us for this webinar, you will:
- Discover how to leverage the sites—where your customers are already engaged—to collect customer feedback and increase brand awareness
- Hear how to convert discussions on social media sites into solutions for your customers
- Learn which metrics determine the value of using social media to identify customer issues sooner
- Find out which technologies lower the barriers to starting a conversation with your customers
- See what specific tactics and strategies are successfully driving customer engagement on social media sites
- Hear successful case studies on how to provide a superior online support experience
For Q&A, please sign into this forum where the Webinar speakers will answer attendees: https://lithosphere.lithium.com/t5/Webcast-Energizing-Customer/bd-p/facebook
Presenters:
Mark Hopkins
Social Media Program Manager
Lenovo
Joe Cothrel
Chief Community Officer
Lithium Technologies
Gina Scanlon
Editor at Customer Management IQ
IQPC
