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Social media programs drive friends to Facebook walls and followers on Twitter but what are the ramifications of this activity for a customer care organization? In an engaging and interactive workshop we will discuss timely and relevant topics confronting brands today, such as:
Who should own your Social Media Strategy? Marketing, Sales, PR, Customer Care or is it possible that no one should own it?
Are there metrics and that your customer care organization can measure, connect to social media goals and use to demonstrate ROI?
How do you identify influencers? How do you serve them best? Does your legacy CRM system know who these people are?
Is it possible to leverage active listening across social channels?
What are the current barriers to providing social customer care in your organization? How might these be overcome?