The difference between the “new” and “old” customer centers on relationship control. As GetSatisfaction's Wendy Lea notes, the new customer engagement model is the “opposite of cold calling. Your customers decide if and when to communicate. Your job is simply to give them the tools that make the interaction and communication easy and natural.” The transition to real-time service means being there when your customers decide to engage. This is much more than manning a Twitter account - it requires a psychological and strategic shift in how your corporation views customer engagement. Join our panel to learn how to: -Create new channels of communication between you and your customer. -Develop a holistic view of your customer. -Leverage analytics to track your customer service. -Set best practices for your employees to respond in real-time to your customers. -Utilize customer service to develop business leads.

1. Customer Service for the New Customer:
Transitioning to a Real-Time Service
Model
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2. Join the Conversation…
long and
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3. Thanks to Our Sponsor

4. Our Speakers
Nathan Roth, leads Digital & Social at Koodo Mobile, Canada's fastest growing telecom, where he has
created a number of award-winning campaigns and outstanding business results. Fueled by an insatiable
appetite for marketing, human behavior and technology, Nathan has helped to define how brands can
connect with consumers in the post-digital age. His ultimate goal is to build smarter and more social
organizations by empowering open conversation and collaboration between employees and customers.
@Koodo
Wendy Lea, CEO, Get Satisfaction. Wendy founded The Chatham Group, where she currently serves
as an angel investor, strategic advisor and board member for a long list of startup companies. She also
serves on the board of Silicon Valley Social Venture Fund (SV2.org). Wendy has been recognized as a
Top 100 Woman of Influence in Silicon Valley and a 2012 Watermark Woman Who Has Made Her
Mark. @WendySLea
Frank Eliason Director of Global Social Media at Citi. Frank has been described as the “most famous
customer service manager in the U.S., possibly the world.” By expanding the reach of customer service
via social media, and taking the simple approach of asking "Can we help?” he repositioned the
relationship between Comcast and its customers. At Citibank, Frank and his team are helping to change
the way a global financial institution manages its relationships with a diverse community of consumer,
small business and corporate customers—to serve and exceed their expectations and helping build a
lifetime of trust between Citibank and its customers. @FrankEliason
Robin Carey founded Social Media Today LLC, a media company which brings together many of the
world’s best thinkers about business and policy topics, in 2007. Prior to that, she ran her own media
consulting company for 16 years, and worked with Time Inc, Newsweek, BusinessWeek and Ziff-Davis.
She leads a team that curates web-based content about social media and other topics, speaks frequently
about social media and business. @robincarey
#SMTLive

5. Today’s Customer
More empowered than ever with instant publishing on
across large networks.
50%+ expect customer service via social media
60% use web self-service
67% prefer online channels to voice
9/10 expect a consistent experience across channels
9/10 would switch after a poor customer experience

6. Future of Support
Trend 1: Channel preference is shifting
Trend 2: Mobile Solutions are becoming expected
Trend 3: Seamless transition between channels
Trend 4: Proactive outbound communication
Trend 5: Voice Of The Customer programs
Trend 6: Customer service as a differentiator

7. Best Practices
1. Be helpful & knowledgeable
2. Be timely & responsive
3. Be honest & transparent
4. Be personable & human
5. See criticism as an opportunity

8. Customer Engagement is the
New Bottom Line
84% believe customer engagement will overtake
productivity as the primary driver of growth
#SMTLive

9. Be in the conversation business …
In today’s social world, customer
engagement is not a campaign … it’s a
series of conversations.
Conversation builds trust
and relationships
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10. Pre-Social Media
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11. Post-Social Media
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12. Building the Right Strategy
• Know Your Brand and Live It (Stop saying one
thing but being something else)
• Know Your Customer
• Respect Your Customer
• Social Media is a community, be a part of it,
but stop trying to be the center of it!
#SMTLive

13. #SMTLive

14. #SMTLive

15. #SMTLive

16. Upcoming Webinars
12/6 How To Boost Your Holiday Marketing on Facebook
http://socialmediatoday.com/holiday-marketing-webinar
12/10 Leveraging Social Data for Customer Insights
http://socialmediatoday.com/integrate-social-and-enterprise-data-webinar
12/12 Meet the Author - Age of Context: Mobile, Sensors, Data and the
Future of Privacy http://socialmediatoday.com/age-of-context-webinar
12/17 Social Media Predictions for 2014: What Do You Need to Watch?
http://socialmediatoday.com/social-media-predictions-2014