The Great Social ROI Challenge - Expertly Measuring Social Customer Care
Add bookmarkIn 2012, virtually no one—from the C-level down to the entry level customer service rep—is denying the importance of social media as a customer care platform. But when it comes to the channel’s ability to generate "ROI" while truly transforming the customer experience, the debate is just beginning! The value and objective of a social strategy will naturally differ from organization to organization, but at this point, a consistent truth is emerging: the channel needs to demonstrate some sort of positive impact on business in order to justify continued investment. Through the following topics, this session explores how to understand and measure that impact.
In 2012, virtually no one—from the C-level down to the entry level customer service rep—is denying the importance of social media as a customer care platform. But when it comes to the channel’s ability to generate "ROI" while truly transforming the customer experience, the debate is just beginning! The value and objective of a social strategy will naturally differ from organization to organization, but at this point, a consistent truth is emerging: the channel needs to demonstrate some sort of positive impact on business in order to justify continued investment. Through the following topics, this session explores how to understand and measure that impact.
