SXSW 2012 panel - The Facebook Customer Service Challenge for Brands

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Notes and top tweets from the SXSW Interactive 2012 session: "The Facebook Customer Service Challenge for Brands," featuring the following panelists: -- Bryan Person, Director of Social Insights at Social Dynamx -- Eric Ludwig, VP of Sales & Marketing at Rosetta Stone -- Molly DeMaagd, Customer Care Social Media Director at AT&T -- Mark Williams, Director of Community Programming at LiveWorld

Business Technology

The Facebook Customer Service Challenge for Brands

Bryan Person Eric Ludwig Molly DeMaagd Mark Williams
Social Dynamx Rosetta Stone AT&T LiveWorld

@BryanPerson @TheSEMNinja @MollyD1 @MarkWilliams

#SXCustServ

• 79% of consumers had their online complaints
ignored in 2011.

-- Source: 2011 Customer Experience
Impact Report [PDF link]
@BryanPerson

#SXCustServ

• 56% of top brands did not respond to a single
customer comment on their Facebook page in 2011.

-- Source: A.T. Kearney research
Link to eMarketer story on March 1, 2012
@BryanPerson

#SXCustServ

Bryan Person
Director of Social Insights, Social Dynamx
Twitter: @BryanPerson

@MollyD1

#SXCustServ

Eric Ludwig
VP of Sales & Marketing, Rosetta Stone
Twitter: @TheSEMNinja
Rosetta Stone Facebook page

@MollyD1

#SXCustServ

Molly DeMaagd
Customer Care Social Media Director, AT&T
Twitter: @MollyD1
AT&T Facebook page
AT&T U-verse Facebook page

@MollyD1

Mark Williams
Community Programming Director, LiveWorld
Twitter: @MarkWilliams

@MollyD1

#SXCustServ

• Click to read our blog post of top #SXCustServ tweets.

#SXCustServ

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A report by thenetworkone and Kurio. The contributing experts and agencies are (in an alphabetical order): Sylwia Rytel, Social Media Supervisor, 180heartbeats + JUNG v MATT (PL), Sharlene Jenner, Vice President - Director of Engagement Strategy, Abelson Taylor (USA), Alex Casanovas, Digital Director, Atrevia (ES), Dora Beilin, Senior Social Strategist, Barrett Hoffher (USA), Min Seo, Campaign Director, Brand New Agency (KR), Deshé M. Gully, Associate Strategist, Day One Agency (USA), Francesca Trevisan, Strategist, Different (IT), Trevor Crossman, CX and Digital Transformation Director; Olivia Hussey, Strategic Planner; Simi Srinarula, Social Media Manager, The Hallway (AUS), James Hebbert, Managing Director, Hylink (CN / UK), Mundy Álvarez, Planning Director; Pedro Rojas, Social Media Manager; Pancho González, CCO, Inbrax (CH), Oana Oprea, Head of Digital Planning, Jam Session Agency (RO), Amy Bottrill, Social Account Director, Launch (UK), Gaby Arriaga, Founder, Leonardo1452 (MX), Shantesh S Row, Creative Director, Liwa (UAE), Rajesh Mehta, Chief Strategy Officer; Dhruv Gaur, Digital Planning Lead; Leonie Mergulhao, Account Supervisor - Social Media & PR, Medulla (IN), Aurelija Plioplytė, Head of Digital & Social, Not Perfect (LI), Daiana Khaidargaliyeva, Account Manager, Osaka Labs (UK / USA), Stefanie Söhnchen, Vice President Digital, PIABO Communications (DE), Elisabeth Winiartati, Managing Consultant, Head of Global Integrated Communications; Lydia Aprina, Account Manager, Integrated Marketing and Communications; Nita Prabowo, Account Manager, Integrated Marketing and Communications; Okhi, Web Developer, PNTR Group (ID), Kei Obusan, Insights Director; Daffi Ranandi, Insights Manager, Radarr (SG), Gautam Reghunath, Co-founder & CEO, Talented (IN), Donagh Humphreys, Head of Social and Digital Innovation, THINKHOUSE (IRE), Sarah Yim, Strategy Director, Zulu Alpha Kilo (CA).

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The search marketing landscape is evolving rapidly with new technologies, and professionals, like you, rely on innovative paid search strategies to meet changing demands. It’s important that you’re ready to implement new strategies in 2024. Check this out and learn the top trends in paid search advertising that are expected to gain traction, so you can drive higher ROI more efficiently in 2024. You’ll learn: - The latest trends in AI and automation, and what this means for an evolving paid search ecosystem. - New developments in privacy and data regulation. - Emerging ad formats that are expected to make an impact next year. Watch Sreekant Lanka from iQuanti and Irina Klein from OneMain Financial as they dive into the future of paid search and explore the trends, strategies, and technologies that will shape the search marketing landscape. If you’re looking to assess your paid search strategy and design an industry-aligned plan for 2024, then this webinar is for you.

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From their humble beginnings in 1984, TED has grown into the world’s most powerful amplifier for speakers and thought-leaders to share their ideas. They have over 2,400 filmed talks (not including the 30,000+ TEDx videos) freely available online, and have hosted over 17,500 events around the world. With over one billion views in a year, it’s no wonder that so many speakers are looking to TED for ideas on how to share their message more effectively. The article “5 Public-Speaking Tips TED Gives Its Speakers”, by Carmine Gallo for Forbes, gives speakers five practical ways to connect with their audience, and effectively share their ideas on stage. Whether you are gearing up to get on a TED stage yourself, or just want to master the skills that so many of their speakers possess, these tips and quotes from Chris Anderson, the TED Talks Curator, will encourage you to make the most impactful impression on your audience. See the full article and more summaries like this on SpeakerHub here: https://speakerhub.com/blog/5-presentation-tips-ted-gives-its-speakers See the original article on Forbes here: http://www.forbes.com/forbes/welcome/?toURL=http://www.forbes.com/sites/carminegallo/2016/05/06/5-public-speaking-tips-ted-gives-its-speakers/&refURL=&referrer=#5c07a8221d9b

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Everyone is in agreement that ChatGPT (and other generative AI tools) will shape the future of work. Yet there is little consensus on exactly how, when, and to what extent this technology will change our world. Businesses that extract maximum value from ChatGPT will use it as a collaborative tool for everything from brainstorming to technical maintenance. For individuals, now is the time to pinpoint the skills the future professional will need to thrive in the AI age. Check out this presentation to understand what ChatGPT is, how it will shape the future of work, and how you can prepare to take advantage.

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The six step guide to practical project management If you think managing projects is too difficult, think again. We’ve stripped back project management processes to the basics – to make it quicker and easier, without sacrificing the vital ingredients for success. “If you’re looking for some real-world guidance, then The Six Step Guide to Practical Project Management will help.” Dr Andrew Makar, Tactical Project Management

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During this webinar, Anand Bagmar demonstrates how AI tools such as ChatGPT can be applied to various stages of the software development life cycle (SDLC) using an eCommerce application case study. Find the on-demand recording and more info at https://applitools.info/b59 Key takeaways: • Learn how to use ChatGPT to add AI power to your testing and test automation • Understand the limitations of the technology and where human expertise is crucial • Gain insight into different AI-based tools • Adopt AI-based tools to stay relevant and optimize work for developers and testers * ChatGPT and OpenAI belong to OpenAI, L.L.C.

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Has your project been caught in a storm of deadlines, clashing requirements, and the need to change course halfway through? If yes, then check out how the administration team navigated through all of this, relocating 160 people from 3 countries and opening 2 offices during the most turbulent time in the last 20 years. Belka Games’ Chief Administrative Officer, Katerina Rudko, will share universal approaches and life hacks that can help your project survive unstable periods when there seem to be too many tasks and a lack of time and people.

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SXSW 2012 panel - The Facebook Customer Service Challenge for Brands

1. The Facebook Customer Service Challenge for Brands Bryan Person Eric Ludwig Molly DeMaagd Mark Williams Social Dynamx Rosetta Stone AT&T LiveWorld @BryanPerson @TheSEMNinja @MollyD1 @MarkWilliams #SXCustServ

2. • 79% of consumers had their online complaints ignored in 2011. -- Source: 2011 Customer Experience Impact Report [PDF link] @BryanPerson #SXCustServ

3. • 56% of top brands did not respond to a single customer comment on their Facebook page in 2011. -- Source: A.T. Kearney research Link to eMarketer story on March 1, 2012 @BryanPerson #SXCustServ

4. Read full post #SXCustServ

5. Bryan Person Director of Social Insights, Social Dynamx Twitter: @BryanPerson @MollyD1 #SXCustServ

6. Eric Ludwig VP of Sales & Marketing, Rosetta Stone Twitter: @TheSEMNinja Rosetta Stone Facebook page @MollyD1 #SXCustServ

7. Molly DeMaagd Customer Care Social Media Director, AT&T Twitter: @MollyD1 AT&T Facebook page AT&T U-verse Facebook page @MollyD1

8. Mark Williams Community Programming Director, LiveWorld Twitter: @MarkWilliams @MollyD1 #SXCustServ

9. • Click to read our blog post of top #SXCustServ tweets. #SXCustServ

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