About Social Media Today
Please enjoy the audio archive from our webinar "Customer Service and Social Media: Best Practices from Best Practioners". The webinar is available in both audio and video format on this page and the slides are available for viewing and download.
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Customer Service and Social Media:
Best Practices from Best Practitioners
An exclusive, live webinar from Social Media Today
Customer service used to be found only in the store or on the phone. Today it's as close as an IM or an app on your smart phone. Certainly, reaching a CS rep is quicker today than ever, but what about the quality of that service? Have businesses begun to master delivery of convenient, instant and satisfying customer service? In this webinar, you'll hear expert testimony on best practices and shining examples of what TO do. The discussion covered issues including:
- How best to measure the effectiveness and impact of customer service
- How many channels does a business need to provide for complete coverage?
- What's most important - the technology or the people speaking through it?
- What are some best-in-breed examples of DIY customer service like customer communities and online guides?
About the Panel:
Michelle Moore
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. In her spare time, she likes to get on her belly and find new ways to photograph things. Random fun & possibly weird fact: I am a rare Las Vegas native.
Andrew Gillespie
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. These teams work together with hotel partners to deliver the highly personalized service synonymous with the Four Seasons brand around the world. In addition, Andrew also manages Four Seasons’ global guest feedback program.
Carol Borghesi
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. Carol has more than 30 years’ telecommunications experience on 3 continents: North America, Europe, and Asia in senior roles in Business and Consumer Wireless/ Wire line sales, service and business unit management.
Alex Schott
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. He is responsible for establishing and executing initiatives that enable company to deepen its relationship with its customers and all stakeholders. In addition to daily monitoring conversations on all social channels to ensure Entergy’s voice is represented, Alex provides counsel to all business units to educate and assist them on how to use social media effectively in their respective areas.Throughout his career, Alex has immersed himself in emerging communications technology and directed successful public relations initiatives. He has served as a spokesperson on national TV and testified before legislative committees. Alex earned a bachelor’s degree in political science from Louisiana State University and a master’s degree in film and media studies from Chapman University. He lives in New Orleans with his wife Kelly and their two young sons, Holden and Caleb. He can be found on Twitter at @NolaSchott and on LinkedIn at http://www.linkedin.com/in/nolaschott.
Becky Carroll, 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).
