Social Customer Care has become an expectation amongst consumers. Telling your community that you’re accessible on social channels delivers a strong message. Your community and supporters are online, and it is fundamentally changing how and where constituents look for support, and how they engage with you today.
For organizations of any size, listening to constituents online doesn’t only present the opportunity to uncover and address complaints and issues, but the opportunity to learn, improve, and engage your audience in new ways to strengthen – or build new – relationships over time.
In this session learn how HP, ALEX AND ANI and Honeywell not only provide exceptional service to their customers through social channels, but how they capitalize on these interactions as a marketing opportunity.
You’ll get to hear real-world stories of how brands are looking at marketing and customer service and how they are bringing those to functional departments together to create better customer experiences and drive enhanced marketing conversion rates. Remember – you can’t sell something to someone (or market to them) if they are mad.
Taking care of customer service issues means your customers will be more receptive to your marketing campaigns. Don’t waste the time, energy, money on creative, content and campaigns without taking into consideration if you are solving your customer care issues . There is nothing worse than launching a campaign and then having unhappy customers use the campaign to complain about the brand, its products and services. Be proactive and get your organization to be proactive in their strategy around social customer care and marketing.
Jessica Woodbury, Sr. Manager, Social Media & Customer Engagement for ALEX AND ANI
Dane Hartzell, Director of ePresence for Honeywell
Dr. Natalie Petouhoff, Vice President and Principal Analyst for Constellation Research
Waladeen Norwood, Global Social Media Manager for HP
Breakout Session: Wed June 17th, 8:30 AM EST #CNX15
See you there! Come say hello!
@drnatalie VP and Principal Analyst, Constellation Research, Covering Marketing, Sales and Customer Service to Deliver Amazing Customer Experiences