Power to Your People – The Death and Rebirth of CRM
Presentation title: Digital Customer Service for the Digital Age
Dominic Monkhouse describes how audiences are operating online and how to deliver outstanding service through online channels
As a self-service evangelist, Dominic will be speaking about the ways in which digital customer service can improve the satisfaction of members rather than reduce it. Using experiences from his own business background as well as those of some of the world’s most customer focused organisations, Dominic will bring into sharp focus what members really want, and how we should be helping them to help themselves.
Additional talking points / details:
· Applications of social media channels, such as Twitter and Facebook, to deliver a service message
· Engaging with consumer audiences to understand satisfaction through techniques such as Net Promoter Score
· Benefits of adopting channels for two-way, open and transparent communications; building communities and engagement through social media
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