The marketing landscape has changed: conversations about your brand happen 24/7 on social and you are expected to stay on top of it. The good news is that you have direct access to where these conversations are taking place – through social customer service. Social customer care is no longer just an option but an opportunity to meet your customers where they most need and expect your services. The way you provide social customer service can make or break your brand reputation, and if done consistently and authentically, you could be earning advocates for life.
Join us in this webinar to learn:
how to break down silos and make social customer care a brand-wide way of doing business
how to use social customer service not just to solve customer problems but create and cultivate brand advocates
how to go beyond traditional service tactics to deepen customer relationships
how successful brands deploy social customer service strategies
4. #SMTLive
Our Speakers
Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand
and creating buzz for leading technology, consumer products, financial services and professional services
organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley
2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay
Brien Hall is the Social Media Manager for Guest Services at AMC Theatres. He leads a team of social aces who make
sure your moviegoing experience is amazing. Previously, he was an original member and later supervisor of Time
Warner Cable's highly regarded social care team. @BrienHall
Dave Evans is the VP of Social Strategy at Lithium, based in Austin, TX. Dave has worked in social technology consulting
and development around the world and the author of best-selling "Social Media Marketing: An Hour a Day" and
"Social Media Marketing: The Next Generation of Business Engagement." Dave is a regular columnist for ClickZ, and a
frequent keynoter. @evansdave
Erna Alfred Liousas. As an analyst serving B2C Marketing Professionals, Erna focuses her research primarily on
social relationship marketing. Her work covers short-form content as well as best and next practices to strengthen
customer relationships. She also helps B2C marketers understand how to create and implement successful
approaches to social campaign strategies. Prior to joining Forrester, Erna was a consultant at a marketing strategy
firm. There she designed, developed, and facilitated marketing excellence programs for chemical, healthcare, and
technology sectors. @ErnaLiousas
5.
6. Social Customer Service is the New
Heart of Marketing
Erna Alfred Liousas
Analyst
Forrester Research, Inc.
April 2015
@ErnaLiousas
7. Remember life before the internet?
Photo credit: http://digiwonk.wonderhowto.com/how-to/kiss-usps-goodbye-heres-digitize-your-mail-and-ditch-paper-for-good-0143933/, http://www.ruthlessreviews.com/20354/abcs-sales/ and http://www.majorhill.com/education/establishing-television-rules-for-your-
kids-this-summer/#/
8. Things have certainly changed . . .
http://www.bitrebels.com/social/social-media-sites-explained-kittens/
15. #SMTLive
Customers lead increasingly digital lives…
50%
66%
87%
of sales in 2017 will be
influenced by digital experiences
of consumers see call
centers as a last resort
seek help
online
16. #SMTLive
…while businesses remain challenged.
50%
66%
87%
of sales in 2017 will be
influenced by digital touch points
of consumers see call
center as a last resort
seek help
online
74%
33%
20%
report they have
a digital strategy
believe their approach to social customer
experience management is correct
think they have people
with the right technology skills
26. #SMTLive
Our Speakers
Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand
and creating buzz for leading technology, consumer products, financial services and professional services
organizations. Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley
2010), and Facebook Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay
Brien Hall is the Social Media Manager for Guest Services at AMC Theatres. He leads a team of social aces who make
sure your moviegoing experience is amazing. Previously, he was an original member and later supervisor of Time
Warner Cable's highly regarded social care team. @BrienHall
Dave Evans is the VP of Social Strategy at Lithium, based in Austin, TX. Dave has worked in social technology consulting
and development around the world and the author of best-selling "Social Media Marketing: An Hour a Day" and
"Social Media Marketing: The Next Generation of Business Engagement." Dave is a regular columnist for ClickZ, and a
frequent keynoter. @evansdave
Erna Alfred Liousas. As an analyst serving B2C Marketing Professionals, Erna focuses her research primarily on
social relationship marketing. Her work covers short-form content as well as best and next practices to strengthen
customer relationships. She also helps B2C marketers understand how to create and implement successful
approaches to social campaign strategies. Prior to joining Forrester, Erna was a consultant at a marketing strategy
firm. There she designed, developed, and facilitated marketing excellence programs for chemical, healthcare, and
technology sectors. @ErnaLiousas
28. #SMTLive
Win a Free Ticket to The Social Shake-Up!
#SMTLive Audience: Tell us why you want to go to The
Social Shake-Up to be entered for a chance to win.
Tweet: “I want to go to #socialshakeup15 because…”
29. #SMTLive
Join us on Thursday
April 21st
Is the Death of Social Greatly Exaggerated?
Featuring Scott Monty & Robin Carey