The vast opportunity that social media and mobile technology create is also its key challenge: How do you ensure that your brand creates a seamless customer experience? In 1999 Bill Gates famously said, “A fundamental new rule for business is that the Internet changes everything.”

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Mobile, Social and Best Customer Experiences: How to Spread the Love

The vast opportunity that social media and mobile technology create is also its key challenge: How do you ensure that your brand creates a seamless customer experience? In 1999 Bill Gates famously said, “A fundamental new rule for business is that the Internet changes everything.” In 2013, executives around the globe agree it’s Social and Mobile that are changing everything - perhaps to an even greater degree.

The trending data is clear: “The number of people accessing the internet via a mobile phone increased by 60.3% to 818.4 million in the last 2 years,” according to a recent study by GlobalWebIndex, and 46% percent of U.S. social media users now access social networks via mobile phones, according to Nielsen and NM Incite.

Customers are demanding to interact with brands in real-time. They’re placing orders from their phones, live-reporting from your locations, and tweeting their issues. The focus on customer engagement and a positive customer experience – where and when your customers are – is an all-consuming task that is only going to increase in intensity and scale. Our panel addressed the tough questions marketers are facing in this new Social and Mobile era:

  • How do you re-orient your own staff to shift mindsets from “mass communication” to responding to a “mass of communicators?”
  • What are the risks of not having a unified customer view over all your brand’s touch-points?
  • What must be done to efficiently incorporate social data into backend SFA, ERP, or CRM systems in order to improve customer responses and capture intelligence?
  • How does direct consumer engagement equate to positive outcomes on the balance sheet?
Sponsored by @OracleSocial
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About the Panel:


ImageErika Jolly Brookes is vice president of product strategy for Oracle, working on the Oracle Cloud-Social business to help guide product strategy and development. Prior to joining Oracle, she was vice president of marketing and communications at Vitrue, a leading provider of social marketing publishing software for global brands and agencies. Vitrue was acquired by Oracle in May 2012 and is now a wholly-owned subsidiary of Oracle.

ImageJamie Turner is the CEO of 60 Second Communications, a full-service marketing agency based in Atlanta, GA. He is also the  founder of 60SecondMarketer.com, an online magazine that provides tips and techniques for marketers around the globe. Jamie is a regular guest on CNN and HLN on the topics of social media, mobile marketing and branding. He has worked with brands such as AT&T, CNN, Motorola, Cartoon Network and The Coca-Cola Company. You can follow Jamie on Twitter @AskJamieTurner and via his blog at 60SecondMarketer.com/blog.
ImageEmily Yellin, Moderator. Emily Yellin is a journalist, author and consultant. Her most recent book, Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives, was published by Simon & Schuster. Currently, Emily is a consultant with Peppercomm, a strategic communications firm in New York. She also regularly speaks at conferences and in the news media about customer service, marketing, social media and journalism. Website: www.emilyyellin.com Twitter: @eyellin