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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.

 

About the Panel:



ImageNathan 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.
ImageWendy 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 
ImageFrank 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.
ImageRobin Fray 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