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What's the ROI of Empathy? How to Grow By Understanding Your Customer
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What's the ROI of Empathy? How to Grow By Understanding Your Customer



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  • 1. 1
  • 2. Social Media Today presents: Whats the ROI of Empathy? How to Grow By Understanding Your CustomerBrought to you by 2
  • 3. How to Participate• Submit your questions in the GotoWebinar presentation window• Follow along and share your thoughts on Twitter at #allthingsc 3
  • 4. About the Moderator Emily Yellin is a journalist, author and consultant. Her most recent book, Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives, was published by Simon & Schuster. Currently, Emily is a consultant with Peppercomm, a strategic communications firm in New York. She also regularly speaks at conferences and in the news media about customer service, marketing, social media and journalism, and is on the advisory board for Emily was a longtime contributor to The New York Times, and has written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. She has lived in New York City, Chicago, Los Angeles, and London, but is currently based in Memphis. Website: Twitter: @eyellin 4 #allthingsc
  • 5. Our Speakers Parrish Arturi is the Senior Vice President, Customer Experience for Fidelity Personal and Workplace Investing (PWI), a unit of Fidelity Investments. He leads the development and execution of the strategy, programs and functions designed to drive customer loyalty and satisfaction across channels, segments and products in pursuit of Fidelity’s vision of delivering the best customer experience in the financial services industry. Prior to this role, Parrish was SVP, Internet and Mobile Channels for PWI. His responsibilities included digital strategy, experience and management of PWI’s online, mobile and desktop channels. Tim Kieschnick is the Executive Consultant Marketing & Internet Services at Kaiser Permanente. Tim has spent over 20 years developing, implementing, and evaluating programs that put technology-based tools into the hands of health care consumers and purchasers. He formed the initial vision for Kaiser Permanente’s Internet presence in 1992 and has been a driving force behind My Health Manager, Kaiser Permanente’s industry- leading personal health record.Tim has managed strategy, user experience, web analytics, and product management. His current work focuses on the use of consumer technology for emerging care delivery paradigms. Tim blogs at and tweets @timiti#allthingsc 5
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  • 9. Thanks for Joining Us• This webinar will be available on-demand at Stop by to learn more and share your comments.• Connect with our panelists on Social Media Today using the search function: 9
  • 10. Join us next month for… The Global Customer Experience Getting It Right 10