Leading Companies for Customer Service, On and Off Social
Recently I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of Leading Companies for Customer Service, On and Off Social. This webinar featured Jason Kapler (@jasonkapler) Vice President of Marketing at LiveWorld, Dan Gingiss (@dgingiss) Head of Digital Customer Experience and Social for Discover Card and Kristina Libby (@KristinaLibby) Head of Consumer Communications at Microsoft. We discussed a ton of ideas on how customer services on and off of social need to scale.
Here are three key takeaways from the webinar:
- Customer Service on Social needs to Scale – with all the tools out there is pretty easy to get started in customer service via social media the real trick is knowing how to scale a program to include a tool that can do routing and tracking so nothing gets lost in the shuffle.
- Social customer service won’t fix a bad customer service program – while social customer service sounds great if your underlying program for customer service isn’t great – social won’t fix that. Focus on the core program and get that right before scaling to social media.
- Reporting success of your customer service program – be sure to frame your results in a way that is meaningful to the business and not just focused on how you won over a unhappy client.
To get a copy of the slides or to listen to the replay, please click here. You can also scan the highlights of this webinar on Twitter by reading the Storify below.
Our next webinar is titled How Social Data Powers Customer Experience; be sure to sign up for it or view the schedule of other upcoming webinars here.
Written by Paul Dunay
Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and creating awareness for leading technology, consumer products, financial services and professional services organizations.
Paul is the global vice president of marketing for Maxymiser a leading web optimization firm, and author of four “Dummies” books: Facebook Marketing for Dummies (Wiley 2009), Social Media and the Contact Center for Dummies (Wiley Custom Publishing 2010), Facebook Advertising for Dummies (Wiley 2010) and Facebook Marketing for Dummies 2nd Edition (Wiley 2011).
His unique approach to marketing has led to recognition of Paul as a BtoB Magazine Top 25 B2B Marketer of the Year for 2010 and 2009 and winner of the DemandGen Award for Utilizing Marketing Automation to Fuel Corporate Growth in 2008. He is also a finalist for the last six years in a row in the Marketing Excellence Awards competition of the Information Technology Services Marketing Association (ITSMA), and is a 2010 and 2005 gold award winner in Driving Demand.
Buzz Marketing for Technology, Paul’s blog, has been recognized as a Top 20 Marketing Blog for 2009 and 2008, a Top Blog to Watch for 2009 and 2008, and an Advertising Age Power 150 blog in the “Daily Ranking of Marketing Blogs.”
Paul has shared his marketing thought leadership as a featured speaker for the American Marketing Association, BtoB Magazine, CMO Club, MarketingProfs, Marketing Sherpa, Marketing Executives Networking Group (MENG), and ITSMA. He has appeared on Fox News, and his articles have been featured in BusinessWeek, The New York Times, BtoB Magazine, MarketingProfs and MarketingSherpa.
Paul holds an Executive Certificate in Strategy and Innovation from MIT’s Sloan School of Management and a bachelor’s degree in Marketing and Computer Science from Ithaca College.
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