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The Facebook Customer Service Challenge for BrandsBryan Person     Eric Ludwig    Molly DeMaagd   Mark WilliamsSocial Dyna...
• 79% of consumers had their online complaints   ignored in 2011.                    -- Source: 2011 Customer Experience  ...
• 56% of top brands did not respond to a single   customer comment on their Facebook page in 2011.                    -- S...
Read full post   #SXCustServ
Bryan PersonDirector of Social Insights, Social DynamxTwitter: @BryanPerson          @MollyD1                       #SXCus...
Eric LudwigVP of Sales & Marketing, Rosetta StoneTwitter: @TheSEMNinjaRosetta Stone Facebook page          @MollyD1       ...
Molly DeMaagdCustomer Care Social Media Director, AT&TTwitter: @MollyD1AT&T Facebook pageAT&T U-verse Facebook page       ...
Mark WilliamsCommunity Programming Director, LiveWorldTwitter: @MarkWilliams          @MollyD1                     #SXCust...
• Click to read our blog post of top #SXCustServ tweets.                                          #SXCustServ
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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

Published in: Business, Technology

SXSW 2012 panel - The Facebook Customer Service Challenge for Brands

  1. The Facebook Customer Service Challenge for BrandsBryan Person Eric Ludwig Molly DeMaagd Mark WilliamsSocial 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 PersonDirector of Social Insights, Social DynamxTwitter: @BryanPerson @MollyD1 #SXCustServ
  6. Eric LudwigVP of Sales & Marketing, Rosetta StoneTwitter: @TheSEMNinjaRosetta Stone Facebook page @MollyD1 #SXCustServ
  7. Molly DeMaagdCustomer Care Social Media Director, AT&TTwitter: @MollyD1AT&T Facebook pageAT&T U-verse Facebook page @MollyD1
  8. Mark WilliamsCommunity Programming Director, LiveWorldTwitter: @MarkWilliams @MollyD1 #SXCustServ
  9. • Click to read our blog post of top #SXCustServ tweets. #SXCustServ

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