The Socially Empowered Customer – How to Build Relationships That Last
In a world where customers expect a social and digital customer experience to “WOW” them, most executives need to rethink their approach. It is common for companies put up Twitter and Facebook posts with messages such as “Happy Monday” and “Buy-our-stuff,” and then they wonder where the ROI is. If your customers are not happy, they complain on social media. Other customers who see these posts jump on board, turning a small issue into a giant problem for you.
To gain a positive ROI, companies must move from ‘reactive’ to ‘proactive’ social media. Companies can gain control over their social media customer experiences by following a 7-step process which starts with monitoring and listening to understand the customer base as well as the generational differences in customer channel preferences. Once those benchmarks are set, companies can design a multi-generational customer engagement strategy where calls, emails and social media interactions are delivered to the agent desktop.
The right technology is a significant consideration Cloud-based solutions provide quicker, easier implementation without extensive IT involvement and also enable executives to deliver and scale social media/traditional interactions while maintaining a great customer experience.
Join us as we discuss simple steps you can do today to build a ‘social’ relationship with your customer.
you’ll hear amazing information from many vendors giving the insights on how to get your program going! I hope you’ll join me as I discuss Customer Experience & Customer Loyalty!
Media Partners include:
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Contact Professional/CP Wire Essential information for today’s contact center leader |
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Customer Experience Strategies Summit 2nd Annual Customer Experience Strategies Summit West June 18-19, Vancouver, BC Canada This summit brings together renowned leaders from many corners of the customer experience world to deliver the knowledge you need to foster loyal, long-term customers to ensure your company’s sustainability. |
CallCenterJobs
Founded in 1998, CallCenterJobs.com is a niche resource site providing Quality Jobs from Quality Employers.
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ICSA 16th Annual ICSA Customer Service Conference – Creating a customer-centric Culture April 24 – 26, 2013 – Old Mill Inn, Toronto, ON Canada With participants arriving from all over the world, you don’t want to miss 3 days of networking and discussion of industry best practices. |
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Loyalty Magazine Loyalty Magazine is an online magazine, reporting on customer retention, loyalty schemes, reward programmes, affinity, customer insight, CRM and other customer information management systems, call centre issues, direct and viral marketing, mobile and internet channels for both B2B and B2C enterprises. |
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Marcus Evans Join industry leaders in customer experience from TXU Energy, SourceGas, Ameren, and many more at the 4th Annual Utility Customer Experience Management Conference, March 5-7, 2013 in Florida! |
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PBP/Customerexperienceinsight.com Customer Experience Insight delivers the latest news, advice and insights to help manage and optimize the entire customer experience from marketing to sales to service. Customer Experience Insight is counted on by more than 155,000 marketing, sales, customer service and c-level executives. |
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Strategy Institute Customer Service Strategies Public Sector Customer Experience Strategies for Public Sector Summit April 16-17, 2013 Metropolitan Hotel, Toronto, ON Canada The summit focuses on the unique challenges this industry faces in improving citizen experience. As the average citizen becomes more resourceful, independent, and technology-oriented, public agencies must adapt to ensure continued confidence in its service. |
Why Attend The Virtual Contact Center Conference?
Customers are not only demanding better, more responsive service, they are insisting that it be delivered through alternate, more convenient, and more readily available channels. Today, the multi-channel contact center is gaining prominence. Your representatives are addressing customer issues, not just by phone, but by email, social media, instant messaging, mobile, and more. There are many key issues affecting your organization as you embark on your multichannel journey. Is your strategy in place?
Customers want to know that they can get accurate answers they need when they want them on the channel of their choice. The cloud revolution has leveled the playing field, enabling greater agility and flexibility, as well as rapid deployment and cost savings.
The Multi-Channel and Cloud Virtual Contact Center Conference addresses updated strategies, emerging technologies and reliable metrics for building customer loyalty and strengthening relationships. This event enables your entire customer care team to take part in expert-led live workshops with no conference fees, no travel costs, and no time away from the office. Even if the scheduled times and dates are not convenient for everyone, there’s no problem. All workshops are recorded and will be available for 14 days after the event.
There are no costs for you to attend this event. The virtual doors open March 19th.
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No Need for Registrants to Leave Your Office – It’s Fully Interactive! |
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In real-time, you will meet with industry experts and colleagues who will answer your questions and offer business solutions for your contact center, all without any of the costs of a traditional on-site conference. You can attend learning sessions the same way you would in an on-site conference without the travel costs and time away from your office. |
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| Attend the Sessions That are Right for You | ||
| Everyone can share newly acquired knowledge throughout the enterprise. All sessions will be recorded and available on demand for two weeks after the conference – giving those who could not attend the opportunity to view the sessions later. | ||
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Meet the Major Vendors Live in Our Exhibit Hall |
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There is no cost to browse the exhibit hall. Get product demos, download product videos, and obtain product information, press releases, white papers, and much more. Learn everything you need to manage your contact center without traveling or spending time away from your office. |
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Network with Attendees and Presenters |
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Chat with presenters and peers in the virtual lounge, a specially designed virtual networking forum for registered members of this online event. Learn what others are doing, meet colleagues, pose questions, and offer your own insights. |
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Social Business Builders: The Social Media Results Group™
- Social Media Business Assessments and ROI, Business Strategy and Marketing Advisory
- Customer Experience and Social Customer Service Excellence Advisory & Strategy
- Training, Organizational Change & Executive Leadership Advisory
- Ask us how you can reduce your background check costs!
At Social Business Builders,
we work with brands & software companies to deliver increased revenue and decreased costs.
Our Motto? Learn. Share. Grow!
@DrNatalie L. Petouhoff
310-919-8467
Want to see how to get an ROI from Social Media? Check out these fun videos:
Video 1: Building the Business Case for Social Media
Video 2: How to Measure the ROI of Social Media
Video 3: How Social Media Benefits the Whole Company
Here’s My book on Businesses can Drive Sales on Facebook: Like My Stuff: How To Monetize Your Facebook Fans
Want to get more info on the business use of social media? Connect with me here:
Twitter: @drnatalie
LinkedIn: DrNataliePetouhoff
G+ : Google Plus posts
Facebook: https://www.
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