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Social media has made it easier for companies to find customers at their point of need. While social media is just another channel of communication, not a looming mysterious force, it still requires its own methods and approach.
Every brand today should look at itself not just as a company but as a publisher of content. Today your company’s content and engagement methods are key. Reaching out to provide service on social media is the most public approach you will ever do as a company. The best companies today are creating frameworks for themselves and their employees. They provide clear and easy to follow protocol on how to engage with customers in social networks.
Social Media Consultant Blake Landau will lead this session to help you better understand new Consumer Care tactics using Twitter, Facebook, Quora, Pinterest, YouTube, blogs, and forums – platforms that you can’t afford to ignore. We’ll provide guidance on creating a results-oriented system that works for you.
Questions we’ll address in this session:
How does customer service take a collaborative and cross-departmental approach to social media and how to help build a case for incorporating customer service into the corporate social strategy?
What is the difference between ROI and ROE (Return on Engagement) and how can I set metrics in place that make sense for my company?
What social customer service case studies can I look to for best practices?
About our Presenter:
Blake has worked with a variety of brands ranging from big brand Verizon Wireless to Bay Area favorites like Sukhis Indian Foods on their social media programs
She's a writer and blogger and has published articles with Forbes, CMSWire, Women 2.0, Direct Marketing News and more
She has built her own business leveraging social media resulting in clients, press, and other speaking opportunities.
Presented at a variety of conferences including Customer Engagement Technology World, CRM Evolution, Facebook 201 (for nonprofits) and Social Media Week.
Passionate about supporting local small business community.