Webinar Replay: Marketing and Customer Service Merge
Please enjoy the webinar replay for "Marketing and Customer Service Merge: How to Manage Socially Integrated Channels."
Listen to the audio: (length 00:58:28)
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Marketing and Customer Service Merge: How to Manage Socially Integrated Channels
When customers publicly address your company on Twitter or Facebook, who should respond: marketing, or customer service? And what, in the social media age, is the difference?
Traditionally living in separate silos within large enterprises, these two functions have come under pressure with the advance of popular social computing, with the customer often defining the public circumstances under which engagement takes place. Customers don't distinguish between departments of your organization when reaching out, and poor online service can cripple marketing efforts - so it’s incumbent on businesses to adapt to the new, integrated reality of customer interaction.
Listen to the archive of this webinar as panelists explore the ways in which large companies are changing to be more responsive to and understanding of their customers:
- Where does the integration begin?
- How do marketing and customer service coordinate and share data?
- Does marketing touch the customer in much the same way that customer services do?
- Does marketing own customer service now? Or vice versa?
About the Panel:
Maggie Fox is the founder and CEO of Social Media Group, established in 2006 and one of the world’s most highly respected independent agencies helping business navigate the socially engaged Web. She was also named one of the Top 100 Marketers in the 100th anniversary edition of Marketing Magazine and sits on the Board of the Empire Club of Canada.
Former SMT Senior Editor, currently a social media analyst/consultant. Now find me here as username Cliff Figallo.The quintessential online communities and social media veteran and expert. Founding director of The WELL, author of Hosting Web Communities ('98) and Building the Knowledge Management Network ('02).