SlideShare ist ein Scribd-Unternehmen logo

Customer Service and Social Media: Best Practices from Best Practitioners

•Als PPTX, PDF herunterladen•
•
Social Media Today
Social Media Today
BusinessBildung
1 von 45
Social Media Today’s Best Thinkers Series presents: Customer Service and Social Media: Best Practices from Best Practitioners Brought to you by
How to Participate • Submit your questions in the GotoWebinar presentation window • Follow along and share your thoughts on Twitter at #SMTlive
About the Moderator Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, July 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer experience. Her client roster includes several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford. In her most recent role, she was the Community Program Manager and social media strategist for Verizon. In addition, Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via New Media” class at UC San Diego and is the author of top customer service blog Customers Rock! (http://customersrock.net). #SMTlive
About the Panel Andrew is responsible for the Guest Services Social Media, Email and Office of the President teams in the Worldwide Reservations Office of Four Seasons Hotels and Resorts. In addition, Andrew also manages Four Seasons’ global guest feedback program. Michelle has been a member of the Customer Loyalty Team at Zappos.com since October, 2006. She is a member of the management team and in that role she is responsible for cultivating the culture and developing employees. Michelle holds an AA in Commercial Photography from the Art Institute of Seattle, 1995. As TELUS’ senior vice-president of Customers First Culture, Carol Borghesi is on a mission to make customer experience a sustainable competitive advantage by helping TELUS become the most recommended company in the markets we serve. Alex Schott is the manager of social media and multimedia communications at Entergy, a Fortune 500 company headquartered in New Orleans, LA. As social media manager, Alex develops ongoing social media strategies across a number of social media channels #SMTlive
Michelle Moore
Thanks for Joining Us • This webinar will be available on-demand at www.SocialMediaToday.com. Stop by to learn more and share your comments. • Connect with our panelists on Social Media Today using the search function:
Join us December 13th for… B2B vs B2C Social Media: Whither the ROI – Sandy Carter, of IBM – Paul Gillin, author of The New Influencers

Empfohlen

Social media & customer service
Social media & customer serviceSocial media & customer service
Social media & customer serviceMatt Hardy
 
Social Media for Customer Service
Social Media for Customer ServiceSocial Media for Customer Service
Social Media for Customer ServiceArun Nair
 
What is Social Media Customer Service?
What is Social Media Customer Service?What is Social Media Customer Service?
What is Social Media Customer Service?stratuscxm
 
Customer Twervice: Protect Your Reputation with Social Media Customer Service
Customer Twervice: Protect Your Reputation with Social Media Customer ServiceCustomer Twervice: Protect Your Reputation with Social Media Customer Service
Customer Twervice: Protect Your Reputation with Social Media Customer ServiceDana Vanden Heuvel
 
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...SimpliFlying
 
How to Run a Successful Social Campaign for Your Law Firm
How to Run a Successful Social Campaign for Your Law Firm How to Run a Successful Social Campaign for Your Law Firm
How to Run a Successful Social Campaign for Your Law Firm Network Affiliates
 
Measuring the Influence of Social Media
Measuring the Influence of Social MediaMeasuring the Influence of Social Media
Measuring the Influence of Social MediaBrian Cavoli
 
The Hidden Value of a Social Strategy: Social Listening in Practice
The Hidden Value of a Social Strategy: Social Listening in PracticeThe Hidden Value of a Social Strategy: Social Listening in Practice
The Hidden Value of a Social Strategy: Social Listening in PracticeBrandwatch
 

Empfohlen

Social media & customer service
Social media & customer serviceSocial media & customer service
Social media & customer serviceMatt Hardy
 
Social Media for Customer Service
Social Media for Customer ServiceSocial Media for Customer Service
Social Media for Customer ServiceArun Nair
 
What is Social Media Customer Service?
What is Social Media Customer Service?What is Social Media Customer Service?
What is Social Media Customer Service?stratuscxm
 
Customer Twervice: Protect Your Reputation with Social Media Customer Service
Customer Twervice: Protect Your Reputation with Social Media Customer ServiceCustomer Twervice: Protect Your Reputation with Social Media Customer Service
Customer Twervice: Protect Your Reputation with Social Media Customer ServiceDana Vanden Heuvel
 
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...
SFAwards12: Best Airlines Driving Customer Service from Social Media (Finalis...SimpliFlying
 
How to Run a Successful Social Campaign for Your Law Firm
How to Run a Successful Social Campaign for Your Law Firm How to Run a Successful Social Campaign for Your Law Firm
How to Run a Successful Social Campaign for Your Law Firm Network Affiliates
 
Measuring the Influence of Social Media
Measuring the Influence of Social MediaMeasuring the Influence of Social Media
Measuring the Influence of Social MediaBrian Cavoli
 
The Hidden Value of a Social Strategy: Social Listening in Practice
The Hidden Value of a Social Strategy: Social Listening in PracticeThe Hidden Value of a Social Strategy: Social Listening in Practice
The Hidden Value of a Social Strategy: Social Listening in PracticeBrandwatch
 
Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social MediaMark J. Thiel
 
Why social media for customer care
Why social media for customer careWhy social media for customer care
Why social media for customer careEnamul Haque
 
Social Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super PeersSocial Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super PeersMark Walmsley
 
Sprint Socialcaresocialpulse11
Sprint Socialcaresocialpulse11Sprint Socialcaresocialpulse11
Sprint Socialcaresocialpulse11Rich Pesce
 
Social Listening to Influence Customers
Social Listening to Influence CustomersSocial Listening to Influence Customers
Social Listening to Influence Customerspowersla
 
Word of Mouth Marketing for the Direct Marketing Association
Word of Mouth Marketing for the Direct Marketing AssociationWord of Mouth Marketing for the Direct Marketing Association
Word of Mouth Marketing for the Direct Marketing AssociationWillow Baum
 
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouthDifferenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouthManager.it
 
A Glimpse of Proximate Reality
A Glimpse of Proximate RealityA Glimpse of Proximate Reality
A Glimpse of Proximate RealityNeville Hobson
 
The Rise Of Customer Advocacy
The Rise Of Customer AdvocacyThe Rise Of Customer Advocacy
The Rise Of Customer AdvocacyMichael Brito | Zeno Group
 
Resource planning for social media marketing e briks infotech
Resource planning for social media marketing e briks infotechResource planning for social media marketing e briks infotech
Resource planning for social media marketing e briks infotechebriksinfotech
 
Navigating Social Media in the Automotive Industry
Navigating Social Media in the Automotive IndustryNavigating Social Media in the Automotive Industry
Navigating Social Media in the Automotive IndustryAbstrakt Marketing Group
 
Role of social media in business communication
Role of social media in business communicationRole of social media in business communication
Role of social media in business communicationTahir Manzar
 
Clear Verve Social Media University Presentation
Clear Verve Social Media University PresentationClear Verve Social Media University Presentation
Clear Verve Social Media University PresentationZizzo Group
 
Successful Social Media Marketing Campaign, 140 Characters at a Time
Successful Social Media Marketing Campaign, 140 Characters at a TimeSuccessful Social Media Marketing Campaign, 140 Characters at a Time
Successful Social Media Marketing Campaign, 140 Characters at a TimeKeith Parnell
 
Tweeting Social Stuff October 2009
Tweeting Social Stuff October 2009Tweeting Social Stuff October 2009
Tweeting Social Stuff October 2009Team Eleven
 
Insights into 10 Trends that Matter and the Impact of Social Media
Insights into 10 Trends that Matter and the Impact of Social MediaInsights into 10 Trends that Matter and the Impact of Social Media
Insights into 10 Trends that Matter and the Impact of Social MediaNeville Hobson
 
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Pam Moore
 
Phoenix Lincoln Property Company
Phoenix Lincoln Property CompanyPhoenix Lincoln Property Company
Phoenix Lincoln Property CompanyErica Campbell Byrum
 
Jacob morgan
Jacob morganJacob morgan
Jacob morganInfluence People
 
New Media for Seasoned Professionals
New Media for Seasoned ProfessionalsNew Media for Seasoned Professionals
New Media for Seasoned ProfessionalsNeville Hobson
 
How Virgin Media is using social media for customer service
How Virgin Media is using social media for customer serviceHow Virgin Media is using social media for customer service
How Virgin Media is using social media for customer serviceAlex Brown
 
Enhance Your Customer Service With Social Media
Enhance Your Customer Service With Social MediaEnhance Your Customer Service With Social Media
Enhance Your Customer Service With Social MediaChristina Adams
 

Weitere ähnliche Inhalte

Was ist angesagt?

Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social MediaMark J. Thiel
 
Why social media for customer care
Why social media for customer careWhy social media for customer care
Why social media for customer careEnamul Haque
 
Social Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super PeersSocial Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super PeersMark Walmsley
 
Sprint Socialcaresocialpulse11
Sprint Socialcaresocialpulse11Sprint Socialcaresocialpulse11
Sprint Socialcaresocialpulse11Rich Pesce
 
Social Listening to Influence Customers
Social Listening to Influence CustomersSocial Listening to Influence Customers
Social Listening to Influence Customerspowersla
 
Word of Mouth Marketing for the Direct Marketing Association
Word of Mouth Marketing for the Direct Marketing AssociationWord of Mouth Marketing for the Direct Marketing Association
Word of Mouth Marketing for the Direct Marketing AssociationWillow Baum
 
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouthDifferenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouthManager.it
 
A Glimpse of Proximate Reality
A Glimpse of Proximate RealityA Glimpse of Proximate Reality
A Glimpse of Proximate RealityNeville Hobson
 
Resource planning for social media marketing e briks infotech
Resource planning for social media marketing e briks infotechResource planning for social media marketing e briks infotech
Resource planning for social media marketing e briks infotechebriksinfotech
 
Navigating Social Media in the Automotive Industry
Navigating Social Media in the Automotive IndustryNavigating Social Media in the Automotive Industry
Navigating Social Media in the Automotive IndustryAbstrakt Marketing Group
 
Role of social media in business communication
Role of social media in business communicationRole of social media in business communication
Role of social media in business communicationTahir Manzar
 
Clear Verve Social Media University Presentation
Clear Verve Social Media University PresentationClear Verve Social Media University Presentation
Clear Verve Social Media University PresentationZizzo Group
 
Successful Social Media Marketing Campaign, 140 Characters at a Time
Successful Social Media Marketing Campaign, 140 Characters at a TimeSuccessful Social Media Marketing Campaign, 140 Characters at a Time
Successful Social Media Marketing Campaign, 140 Characters at a TimeKeith Parnell
 
Tweeting Social Stuff October 2009
Tweeting Social Stuff October 2009Tweeting Social Stuff October 2009
Tweeting Social Stuff October 2009Team Eleven
 
Insights into 10 Trends that Matter and the Impact of Social Media
Insights into 10 Trends that Matter and the Impact of Social MediaInsights into 10 Trends that Matter and the Impact of Social Media
Insights into 10 Trends that Matter and the Impact of Social MediaNeville Hobson
 
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Pam Moore
 
New Media for Seasoned Professionals
New Media for Seasoned ProfessionalsNew Media for Seasoned Professionals
New Media for Seasoned ProfessionalsNeville Hobson
 

Was ist angesagt? (20)

Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social Media
 
Why social media for customer care
Why social media for customer careWhy social media for customer care
Why social media for customer care
 
Social Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super PeersSocial Media, Social Influence Marketing and Super Peers
Social Media, Social Influence Marketing and Super Peers
 
Sprint Socialcaresocialpulse11
Sprint Socialcaresocialpulse11Sprint Socialcaresocialpulse11
Sprint Socialcaresocialpulse11
 
Social Listening to Influence Customers
Social Listening to Influence CustomersSocial Listening to Influence Customers
Social Listening to Influence Customers
 
Word of Mouth Marketing for the Direct Marketing Association
Word of Mouth Marketing for the Direct Marketing AssociationWord of Mouth Marketing for the Direct Marketing Association
Word of Mouth Marketing for the Direct Marketing Association
 
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouthDifferenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
Differenze tra Buzz Marketing, Viral Marketing e Word-of-mouth
 
A Glimpse of Proximate Reality
A Glimpse of Proximate RealityA Glimpse of Proximate Reality
A Glimpse of Proximate Reality
 
The Rise Of Customer Advocacy
The Rise Of Customer AdvocacyThe Rise Of Customer Advocacy
The Rise Of Customer Advocacy
 
Resource planning for social media marketing e briks infotech
Resource planning for social media marketing e briks infotechResource planning for social media marketing e briks infotech
Resource planning for social media marketing e briks infotech
 
Navigating Social Media in the Automotive Industry
Navigating Social Media in the Automotive IndustryNavigating Social Media in the Automotive Industry
Navigating Social Media in the Automotive Industry
 
Role of social media in business communication
Role of social media in business communicationRole of social media in business communication
Role of social media in business communication
 
Clear Verve Social Media University Presentation
Clear Verve Social Media University PresentationClear Verve Social Media University Presentation
Clear Verve Social Media University Presentation
 
Successful Social Media Marketing Campaign, 140 Characters at a Time
Successful Social Media Marketing Campaign, 140 Characters at a TimeSuccessful Social Media Marketing Campaign, 140 Characters at a Time
Successful Social Media Marketing Campaign, 140 Characters at a Time
 
Tweeting Social Stuff October 2009
Tweeting Social Stuff October 2009Tweeting Social Stuff October 2009
Tweeting Social Stuff October 2009
 
Insights into 10 Trends that Matter and the Impact of Social Media
Insights into 10 Trends that Matter and the Impact of Social MediaInsights into 10 Trends that Matter and the Impact of Social Media
Insights into 10 Trends that Matter and the Impact of Social Media
 
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013 Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
Florida Blogger & Social Media Conference Keynote Presentation Pam Moore 2013
 
Phoenix Lincoln Property Company
Phoenix Lincoln Property CompanyPhoenix Lincoln Property Company
Phoenix Lincoln Property Company
 
Jacob morgan
Jacob morganJacob morgan
Jacob morgan
 
New Media for Seasoned Professionals
New Media for Seasoned ProfessionalsNew Media for Seasoned Professionals
New Media for Seasoned Professionals
 

Andere mochten auch

How Virgin Media is using social media for customer service
How Virgin Media is using social media for customer serviceHow Virgin Media is using social media for customer service
How Virgin Media is using social media for customer serviceAlex Brown
 
Enhance Your Customer Service With Social Media
Enhance Your Customer Service With Social MediaEnhance Your Customer Service With Social Media
Enhance Your Customer Service With Social MediaChristina Adams
 
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Salesforce Marketing Cloud
 
Delivering Customer Service in a Social Media World
Delivering Customer Service in a Social Media WorldDelivering Customer Service in a Social Media World
Delivering Customer Service in a Social Media WorldParature, from Microsoft
 
Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social MediaErica Fisher
 
A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...
A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...
A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...Online Marketing in Galway
 
Social media and customer service - some examples
Social media and customer service - some examplesSocial media and customer service - some examples
Social media and customer service - some examplesTriptease
 
Integrate social media with customer service, presented by Stacey DePolo
Integrate social media with customer service, presented by Stacey DePoloIntegrate social media with customer service, presented by Stacey DePolo
Integrate social media with customer service, presented by Stacey DePoloSocialMedia.org
 
Social Media in Customer Service
Social Media in Customer ServiceSocial Media in Customer Service
Social Media in Customer ServiceAndrew Hesselden
 
Customer Service & Social Media: You Can Do Better
Customer Service & Social Media: You Can Do BetterCustomer Service & Social Media: You Can Do Better
Customer Service & Social Media: You Can Do BetterMike Petroff
 
The Future of Social Media is Messaging Apps: How Do Brands Fit In?
The Future of Social Media is Messaging Apps: How Do Brands Fit In?The Future of Social Media is Messaging Apps: How Do Brands Fit In?
The Future of Social Media is Messaging Apps: How Do Brands Fit In?Brian Honigman
 
Social Customer Service Strategy
Social Customer Service StrategySocial Customer Service Strategy
Social Customer Service StrategySysomos
 
Social Media Measurement for Sales & Marketing
Social Media Measurement for Sales & MarketingSocial Media Measurement for Sales & Marketing
Social Media Measurement for Sales & MarketingBrian Honigman
 
Incorporating Customer Service Into Your Social Communications Strategy
Incorporating Customer Service Into Your Social Communications StrategyIncorporating Customer Service Into Your Social Communications Strategy
Incorporating Customer Service Into Your Social Communications StrategyTrue Voice Media
 
Social Customer Service 
2014 - How Social Media is transforming Customer Se...
Social Customer Service 
2014 - How Social Media is transforming Customer Se...Social Customer Service 
2014 - How Social Media is transforming Customer Se...
Social Customer Service 
2014 - How Social Media is transforming Customer Se...Die Socialisten
 
Social Media Measurement for Customer Service & Public Relations
Social Media Measurement for Customer Service & Public RelationsSocial Media Measurement for Customer Service & Public Relations
Social Media Measurement for Customer Service & Public RelationsBrian Honigman
 

Andere mochten auch (17)

How Virgin Media is using social media for customer service
How Virgin Media is using social media for customer serviceHow Virgin Media is using social media for customer service
How Virgin Media is using social media for customer service
 
Enhance Your Customer Service With Social Media
Enhance Your Customer Service With Social MediaEnhance Your Customer Service With Social Media
Enhance Your Customer Service With Social Media
 
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...
Meet Customers Where They Are: Incorporating Social Media Into Your Customer ...
 
Delivering Customer Service in a Social Media World
Delivering Customer Service in a Social Media WorldDelivering Customer Service in a Social Media World
Delivering Customer Service in a Social Media World
 
Customer Service and Social Media
Customer Service and Social MediaCustomer Service and Social Media
Customer Service and Social Media
 
A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...
A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...
A Virtual Success in the Teeth of the Recession, by Jenny Brennan - Virtual O...
 
Social media and customer service - some examples
Social media and customer service - some examplesSocial media and customer service - some examples
Social media and customer service - some examples
 
Integrate social media with customer service, presented by Stacey DePolo
Integrate social media with customer service, presented by Stacey DePoloIntegrate social media with customer service, presented by Stacey DePolo
Integrate social media with customer service, presented by Stacey DePolo
 
Social Media in Customer Service
Social Media in Customer ServiceSocial Media in Customer Service
Social Media in Customer Service
 
Customer Service & Social Media: You Can Do Better
Customer Service & Social Media: You Can Do BetterCustomer Service & Social Media: You Can Do Better
Customer Service & Social Media: You Can Do Better
 
The Future of Social Media is Messaging Apps: How Do Brands Fit In?
The Future of Social Media is Messaging Apps: How Do Brands Fit In?The Future of Social Media is Messaging Apps: How Do Brands Fit In?
The Future of Social Media is Messaging Apps: How Do Brands Fit In?
 
Social Customer Service Strategy
Social Customer Service StrategySocial Customer Service Strategy
Social Customer Service Strategy
 
Social Media Measurement for Sales & Marketing
Social Media Measurement for Sales & MarketingSocial Media Measurement for Sales & Marketing
Social Media Measurement for Sales & Marketing
 
Incorporating Customer Service Into Your Social Communications Strategy
Incorporating Customer Service Into Your Social Communications StrategyIncorporating Customer Service Into Your Social Communications Strategy
Incorporating Customer Service Into Your Social Communications Strategy
 
Social Customer Service 
2014 - How Social Media is transforming Customer Se...
Social Customer Service 
2014 - How Social Media is transforming Customer Se...Social Customer Service 
2014 - How Social Media is transforming Customer Se...
Social Customer Service 
2014 - How Social Media is transforming Customer Se...
 
Social Media Measurement for Customer Service & Public Relations
Social Media Measurement for Customer Service & Public RelationsSocial Media Measurement for Customer Service & Public Relations
Social Media Measurement for Customer Service & Public Relations
 
Customer Service | Engagement | Social Media
Customer Service | Engagement | Social MediaCustomer Service | Engagement | Social Media
Customer Service | Engagement | Social Media
 

Ähnlich wie Customer Service and Social Media: Best Practices from Best Practitioners

Is Twitter the New Help Line? Improving Customer Service with Social Media
Is Twitter the New Help Line? Improving Customer Service with Social MediaIs Twitter the New Help Line? Improving Customer Service with Social Media
Is Twitter the New Help Line? Improving Customer Service with Social MediaSocial Media Today
 
8.19.14 social media today webinar
8.19.14 social media today webinar8.19.14 social media today webinar
8.19.14 social media today webinarSusan Emerick
 
The 21st Century Social Enterprise, Starring You: Building a Modern Personal...
The 21st Century Social Enterprise, Starring You: Building a Modern Personal...The 21st Century Social Enterprise, Starring You: Building a Modern Personal...
The 21st Century Social Enterprise, Starring You: Building a Modern Personal...Social Media Today
 
Managing and Connecting with your Influencers (by W2O Group & SBA)
Managing and Connecting with your Influencers (by W2O Group & SBA)Managing and Connecting with your Influencers (by W2O Group & SBA)
Managing and Connecting with your Influencers (by W2O Group & SBA)W2O Group
 
Who Is The Modern Customer? How Do They Want You to Talk to Them?
Who Is The Modern Customer? How Do They Want You to Talk to Them?Who Is The Modern Customer? How Do They Want You to Talk to Them?
Who Is The Modern Customer? How Do They Want You to Talk to Them?Act-On Software
 
Spark Digital: Improved Inclusivity
Spark Digital: Improved InclusivitySpark Digital: Improved Inclusivity
Spark Digital: Improved InclusivityFalcon.io
 
Leveraging Social Media In Employee Engagement
Leveraging Social Media In Employee EngagementLeveraging Social Media In Employee Engagement
Leveraging Social Media In Employee EngagementJoeLePla
 
Leveraging social media in employee engagement
Leveraging social media in employee engagementLeveraging social media in employee engagement
Leveraging social media in employee engagementParker LePla
 
Storytelling and social media - your talent engagement toolkit
Storytelling and social media - your talent engagement toolkitStorytelling and social media - your talent engagement toolkit
Storytelling and social media - your talent engagement toolkitUniversum Global
 
Sunshine Coast Business Expo 2013 - Is communication DEAD?
Sunshine Coast Business Expo 2013 - Is communication DEAD?Sunshine Coast Business Expo 2013 - Is communication DEAD?
Sunshine Coast Business Expo 2013 - Is communication DEAD?Lisa Harrison
 
Leveraging Social Media in Employee Engagement
Leveraging Social Media in Employee EngagementLeveraging Social Media in Employee Engagement
Leveraging Social Media in Employee EngagementElizabeth Lupfer
 
Social Listening: Harness Marketing Insights from Consumer Conversations
Social Listening: Harness Marketing Insights from Consumer ConversationsSocial Listening: Harness Marketing Insights from Consumer Conversations
Social Listening: Harness Marketing Insights from Consumer ConversationsSocial Media Today
 

Ähnlich wie Customer Service and Social Media: Best Practices from Best Practitioners (20)

Is Twitter the New Help Line? Improving Customer Service with Social Media
Is Twitter the New Help Line? Improving Customer Service with Social MediaIs Twitter the New Help Line? Improving Customer Service with Social Media
Is Twitter the New Help Line? Improving Customer Service with Social Media
 
Creating Great Content
Creating Great ContentCreating Great Content
Creating Great Content
 
8.19.14 social media today webinar
8.19.14 social media today webinar8.19.14 social media today webinar
8.19.14 social media today webinar
 
The 21st Century Social Enterprise, Starring You: Building a Modern Personal...
The 21st Century Social Enterprise, Starring You: Building a Modern Personal...The 21st Century Social Enterprise, Starring You: Building a Modern Personal...
The 21st Century Social Enterprise, Starring You: Building a Modern Personal...
 
8.19.14
8.19.148.19.14
8.19.14
 
Managing and Connecting with your Influencers (by W2O Group & SBA)
Managing and Connecting with your Influencers (by W2O Group & SBA)Managing and Connecting with your Influencers (by W2O Group & SBA)
Managing and Connecting with your Influencers (by W2O Group & SBA)
 
Who Is The Modern Customer? How Do They Want You to Talk to Them?
Who Is The Modern Customer? How Do They Want You to Talk to Them?Who Is The Modern Customer? How Do They Want You to Talk to Them?
Who Is The Modern Customer? How Do They Want You to Talk to Them?
 
4.7.15
4.7.154.7.15
4.7.15
 
10.6.15
10.6.1510.6.15
10.6.15
 
3.31.15
3.31.153.31.15
3.31.15
 
Spark Digital: Improved Inclusivity
Spark Digital: Improved InclusivitySpark Digital: Improved Inclusivity
Spark Digital: Improved Inclusivity
 
7.29.14
7.29.147.29.14
7.29.14
 
Leveraging Social Media In Employee Engagement
Leveraging Social Media In Employee EngagementLeveraging Social Media In Employee Engagement
Leveraging Social Media In Employee Engagement
 
Leveraging social media in employee engagement
Leveraging social media in employee engagementLeveraging social media in employee engagement
Leveraging social media in employee engagement
 
Storytelling and social media - your talent engagement toolkit
Storytelling and social media - your talent engagement toolkitStorytelling and social media - your talent engagement toolkit
Storytelling and social media - your talent engagement toolkit
 
Sunshine Coast Business Expo 2013 - Is communication DEAD?
Sunshine Coast Business Expo 2013 - Is communication DEAD?Sunshine Coast Business Expo 2013 - Is communication DEAD?
Sunshine Coast Business Expo 2013 - Is communication DEAD?
 
10.16.14
10.16.1410.16.14
10.16.14
 
Leveraging Social Media in Employee Engagement
Leveraging Social Media in Employee EngagementLeveraging Social Media in Employee Engagement
Leveraging Social Media in Employee Engagement
 
12.9.14
12.9.1412.9.14
12.9.14
 
Social Listening: Harness Marketing Insights from Consumer Conversations
Social Listening: Harness Marketing Insights from Consumer ConversationsSocial Listening: Harness Marketing Insights from Consumer Conversations
Social Listening: Harness Marketing Insights from Consumer Conversations
 

Mehr von Social Media Today

Storytelling Gone Wild: The Key to Creating Viral Content
Storytelling Gone Wild: The Key to Creating Viral ContentStorytelling Gone Wild: The Key to Creating Viral Content
Storytelling Gone Wild: The Key to Creating Viral ContentSocial Media Today
 
Omni-Channel Marketing: Creating the Right Mix for Your Brand
Omni-Channel Marketing: Creating the Right Mix for Your BrandOmni-Channel Marketing: Creating the Right Mix for Your Brand
Omni-Channel Marketing: Creating the Right Mix for Your BrandSocial Media Today
 
The ROI of Influencer Marketing
The ROI of Influencer MarketingThe ROI of Influencer Marketing
The ROI of Influencer MarketingSocial Media Today
 
How Does Social Listening Change the Way You Do Business (and Create ROI)
How Does Social Listening Change the Way You Do Business (and Create ROI)How Does Social Listening Change the Way You Do Business (and Create ROI)
How Does Social Listening Change the Way You Do Business (and Create ROI)Social Media Today
 
It's Who You Know: Influencer Marketing Now 12.10.15
It's Who You Know: Influencer Marketing Now 12.10.15It's Who You Know: Influencer Marketing Now 12.10.15
It's Who You Know: Influencer Marketing Now 12.10.15Social Media Today
 
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...Social Media Today
 
Making the Case for Employee Advocacy at Your Firm
Making the Case for Employee Advocacy at Your FirmMaking the Case for Employee Advocacy at Your Firm
Making the Case for Employee Advocacy at Your FirmSocial Media Today
 
The Future of Mobility: Is Personal Car Ownership a Thing of the Past?
The Future of Mobility: Is Personal Car Ownership a Thing of the Past?The Future of Mobility: Is Personal Car Ownership a Thing of the Past?
The Future of Mobility: Is Personal Car Ownership a Thing of the Past?Social Media Today
 
2016 Trends for Influencer Marketing
2016 Trends for Influencer Marketing2016 Trends for Influencer Marketing
2016 Trends for Influencer MarketingSocial Media Today
 
From Community to Commerce: Making the ROI Connection
From Community to Commerce: Making the ROI ConnectionFrom Community to Commerce: Making the ROI Connection
From Community to Commerce: Making the ROI ConnectionSocial Media Today
 
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...Social Media Today
 
Enterprise Social: Segmenting Your Data For The Best Customer Experience
Enterprise Social: Segmenting Your Data For The Best Customer ExperienceEnterprise Social: Segmenting Your Data For The Best Customer Experience
Enterprise Social: Segmenting Your Data For The Best Customer ExperienceSocial Media Today
 

Mehr von Social Media Today (20)

Storytelling Gone Wild: The Key to Creating Viral Content
Storytelling Gone Wild: The Key to Creating Viral ContentStorytelling Gone Wild: The Key to Creating Viral Content
Storytelling Gone Wild: The Key to Creating Viral Content
 
Omni-Channel Marketing: Creating the Right Mix for Your Brand
Omni-Channel Marketing: Creating the Right Mix for Your BrandOmni-Channel Marketing: Creating the Right Mix for Your Brand
Omni-Channel Marketing: Creating the Right Mix for Your Brand
 
The ROI of Influencer Marketing
The ROI of Influencer MarketingThe ROI of Influencer Marketing
The ROI of Influencer Marketing
 
How Does Social Listening Change the Way You Do Business (and Create ROI)
How Does Social Listening Change the Way You Do Business (and Create ROI)How Does Social Listening Change the Way You Do Business (and Create ROI)
How Does Social Listening Change the Way You Do Business (and Create ROI)
 
Predictions for 2016
Predictions for 2016Predictions for 2016
Predictions for 2016
 
It's Who You Know: Influencer Marketing Now 12.10.15
It's Who You Know: Influencer Marketing Now 12.10.15It's Who You Know: Influencer Marketing Now 12.10.15
It's Who You Know: Influencer Marketing Now 12.10.15
 
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...
Is Social Media Worth Multi-Million Dollar Investment? Using Social Listening...
 
Making the Case for Employee Advocacy at Your Firm
Making the Case for Employee Advocacy at Your FirmMaking the Case for Employee Advocacy at Your Firm
Making the Case for Employee Advocacy at Your Firm
 
The Future of Mobility: Is Personal Car Ownership a Thing of the Past?
The Future of Mobility: Is Personal Car Ownership a Thing of the Past?The Future of Mobility: Is Personal Car Ownership a Thing of the Past?
The Future of Mobility: Is Personal Car Ownership a Thing of the Past?
 
2016 Trends for Influencer Marketing
2016 Trends for Influencer Marketing2016 Trends for Influencer Marketing
2016 Trends for Influencer Marketing
 
From Community to Commerce: Making the ROI Connection
From Community to Commerce: Making the ROI ConnectionFrom Community to Commerce: Making the ROI Connection
From Community to Commerce: Making the ROI Connection
 
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...
Behavioral Analytics: How Your Customers’ Behaviors and Profiles Can Shape Yo...
 
Enterprise Social: Segmenting Your Data For The Best Customer Experience
Enterprise Social: Segmenting Your Data For The Best Customer ExperienceEnterprise Social: Segmenting Your Data For The Best Customer Experience
Enterprise Social: Segmenting Your Data For The Best Customer Experience
 
10.20.15
10.20.1510.20.15
10.20.15
 
10.13.15
10.13.1510.13.15
10.13.15
 
10.15.15
10.15.1510.15.15
10.15.15
 
10.8.15
10.8.1510.8.15
10.8.15
 
9.29.15 webinar
9.29.15 webinar9.29.15 webinar
9.29.15 webinar
 
9.22.15
9.22.159.22.15
9.22.15
 
9.15.15
9.15.159.15.15
9.15.15
 

Kürzlich hochgeladen

Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageInsurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageMatteo Carbone
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxWorkforce Group
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noidadlhescort
 
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Neil Kimberley
 
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...amitlee9823
 
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...lizamodels9
 
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Sheetaleventcompany
 
John Halpern sued for sexual assault.pdf
John Halpern sued for sexual assault.pdfJohn Halpern sued for sexual assault.pdf
John Halpern sued for sexual assault.pdfAmzadHosen3
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableDipal Arora
 
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan CommunicationsPharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communicationskarancommunications
 
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesDipal Arora
 
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service BangaloreCall Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangaloreamitlee9823
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayNZSG
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Centuryrwgiffor
 
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxMonthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxAndy Lambert
 
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...lizamodels9
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...lizamodels9
 
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...allensay1
 

Kürzlich hochgeladen (20)

Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usageInsurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
 
Cracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptxCracking the Cultural Competence Code.pptx
Cracking the Cultural Competence Code.pptx
 
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabiunwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
 
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service NoidaCall Girls In Noida 959961⊹3876 Independent Escort Service Noida
Call Girls In Noida 959961⊹3876 Independent Escort Service Noida
 
Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023Mondelez State of Snacking and Future Trends 2023
Mondelez State of Snacking and Future Trends 2023
 
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
Call Girls Electronic City Just Call 👗 7737669865 👗 Top Class Call Girl Servi...
 
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
 
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
Chandigarh Escorts Service 📞8868886958📞 Just📲 Call Nihal Chandigarh Call Girl...
 
John Halpern sued for sexual assault.pdf
John Halpern sued for sexual assault.pdfJohn Halpern sued for sexual assault.pdf
John Halpern sued for sexual assault.pdf
 
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service AvailableCall Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
Call Girls Pune Just Call 9907093804 Top Class Call Girl Service Available
 
Pharma Works Profile of Karan Communications
Pharma Works Profile of Karan CommunicationsPharma Works Profile of Karan Communications
Pharma Works Profile of Karan Communications
 
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best ServicesMysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
 
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service BangaloreCall Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
Call Girls Hebbal Just Call 👗 7737669865 👗 Top Class Call Girl Service Bangalore
 
It will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 MayIt will be International Nurses' Day on 12 May
It will be International Nurses' Day on 12 May
 
Famous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st CenturyFamous Olympic Siblings from the 21st Century
Famous Olympic Siblings from the 21st Century
 
Monthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptxMonthly Social Media Update April 2024 pptx.pptx
Monthly Social Media Update April 2024 pptx.pptx
 
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
Russian Call Girls In Gurgaon ❤️8448577510 ⊹Best Escorts Service In 24/7 Delh...
 
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
 
Forklift Operations: Safety through Cartoons
Forklift Operations: Safety through CartoonsForklift Operations: Safety through Cartoons
Forklift Operations: Safety through Cartoons
 
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
 

Customer Service and Social Media: Best Practices from Best Practitioners

  • 1.
  • 2. Social Media Today’s Best Thinkers Series presents: Customer Service and Social Media: Best Practices from Best Practitioners Brought to you by
  • 3. How to Participate • Submit your questions in the GotoWebinar presentation window • Follow along and share your thoughts on Twitter at #SMTlive
  • 4. About the Moderator Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, July 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer experience. Her client roster includes several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford. In her most recent role, she was the Community Program Manager and social media strategist for Verizon. In addition, Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via New Media” class at UC San Diego and is the author of top customer service blog Customers Rock! (http://customersrock.net). #SMTlive
  • 5. About the Panel Andrew is responsible for the Guest Services Social Media, Email and Office of the President teams in the Worldwide Reservations Office of Four Seasons Hotels and Resorts. In addition, Andrew also manages Four Seasons’ global guest feedback program. Michelle has been a member of the Customer Loyalty Team at Zappos.com since October, 2006. She is a member of the management team and in that role she is responsible for cultivating the culture and developing employees. Michelle holds an AA in Commercial Photography from the Art Institute of Seattle, 1995. As TELUS’ senior vice-president of Customers First Culture, Carol Borghesi is on a mission to make customer experience a sustainable competitive advantage by helping TELUS become the most recommended company in the markets we serve. Alex Schott is the manager of social media and multimedia communications at Entergy, a Fortune 500 company headquartered in New Orleans, LA. As social media manager, Alex develops ongoing social media strategies across a number of social media channels #SMTlive
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34.
  • 35.
  • 36.
  • 37.
  • 38.
  • 39.
  • 40.
  • 41.
  • 42.
  • 43.
  • 44. Thanks for Joining Us • This webinar will be available on-demand at www.SocialMediaToday.com. Stop by to learn more and share your comments. • Connect with our panelists on Social Media Today using the search function:
  • 45. Join us December 13th for… B2B vs B2C Social Media: Whither the ROI – Sandy Carter, of IBM – Paul Gillin, author of The New Influencers