Integrating Social Media Customer Service Successfully Across the Organisation
Speakers: Baochi Nguyen
Time: 1.00 pm - 1.45
pm Wednesday, May 9th 2012
Session: Social Media – Customer Service; getting it right
Track: Social Media
Service-oriented businesses across various industries and sizes will increasingly experience a surge in customer service communications through social media channels; however, much of these social media efforts remain siloed in specific departments such as marketing or customer service.
As we enter into the era of the Social Enterprise, the most successful companies will be dialed into social media at a corporate-wide level. How do you instill cross-departmental collaboration with social media, especially if your leaders aren’t all “sold on” the value proposition of social?
In this session, learn how to track social customer metrics, package the data for your executive management team, and provide feedback that will be valued by every department in you organization – from Product, Sales, HR, Operations, to Marketing.