How Companies Are Responding To Customer Complaints In Twitter, Blogs, And Customer Communities As Well As In Traditional Channels

Air Date: Monday, November 30, 2009

Cost: $250

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Presented By:

Who should attend: Business Process professionals

Description:

As social media, twitter, blogs, online communities, etc., explode with customer complaints, companies are rapidly recognizing that they have no choice but to start interacting with upset customers in the "cloud." Adding to the complicated situation is that most CRM and customer service directors are repeatedly told, "Do more with less" while trying to improve their customer's experiences with the company. While most professionals in the CRM and customer service space know exactly what they want and need to do, they have come up against the barriers of lack of executive support, lack of resources, and budget.

But the good news is that the tide is turning. Social media is providing a loud and clear megaphone that is getting the attention of not only CRM and customer service professionals, but also CxOs. Why? Our CEO George Colony has written a lot about social media, which has increased the interest of other executives. But when these executives ask what customers are saying about their company, they are surprised to learn how deeply upset and frustrated most customer's are. Their reaction? Fix this and fix it fast. Executives don't want their shareholders, their boards, or their customers to see negative comments about their products, services, or companies. The good news is that CRM and customer service professionals are not only getting the executive support and the budget they need, but also are leading the social customer interaction and transforming their businesses, while gaining a seat at the executive table.

Agenda:

• How customer disdain, social media, and customer service have formed a perfect storm that is super charging change.
• How this perfect storm has forced companies to switch gears and reconsider customer experience, customer service, and social media as a serious, bottom-line business capability.
• How companies are integrating comments on Twitter, customer communities, and the blogsphere into traditional customer service channels.
• How CRM and customer service professionals are being asked to participate at the executive level to lead social media initiatives and transform their companies.

Vendors mentioned: Helpstream, Jive, Lithium, and SFDC.

Related Research:

Best Practices: Five Strategies For Customer Service Social Media Excellence

by Natalie L. Petouhoff, Ph.D., August 14, 2009

Case Study: Intel Uses Social Media To Transform The Customer Experience

by Natalie L. Petouhoff, Ph.D., September 28, 2009

Case Study: Cisco Consumer Business Group Builds The Business Case For Social Media

by Natalie L. Petouhoff, Ph.D., September 28, 2009

Case Study: Yola.com Achieves Customer Service Scalability Goal Using Social Media

by Chip Gliedman, Natalie L. Petouhoff, Ph.D., September 28, 2009

Case Study: NetApp Marketing Takes Ownership Of Its Community Initiative To Ensure Success

by Chip Gliedman, Natalie L. Petouhoff, Ph.D., September 28, 2009

Case Study: ACT! By Sage Uses Social Media To Transform The Customer Experience

by Natalie L. Petouhoff, Ph.D., August 14, 2009

Case Study: Infusionsoft Improves Customer Experience Via Social Media

by Natalie L. Petouhoff, Ph.D., Chip Gliedman, August 14, 2009

Case Study: Lenovo Takes Ownership Of Social Media To Reduce Customer Service Costs

by Natalie L. Petouhoff, Ph.D., August 14, 2009

The ROI Of Online Customer Service Communities

by Natalie L. Petouhoff, Ph.D., June 30, 2009

The Economic Necessity Of Customer Service

by Natalie L. Petouhoff, Ph.D., January 21, 2009

Forrester's Customer Service Innovation Framework And Self-Assessment

by Natalie L. Petouhoff, Ph.D., January 13, 2009

How To Win Funding For Your Customer Service Project

by Natalie L. Petouhoff, Ph.D., April 6, 2009

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