How To Use Twitter For Customer Service

Air Date: Friday, March 19, 2010

Cost: $250

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Presented By:

Who should attend: Business Process professionals

Description:

Many companies are questioning whether social media provide businesses with any real value. In particular, there is uncertainty as to whether Twitter has any business application. To determine how businesses can benefit from Twitter, Forrester studied 10 companies' use of the application. In this presentation, learn how CarPhone Warehouse used Twitter to not only transform customer service but the rest of their business.

Agenda:

• Some businesses are uncertain as to the effect of social media on their business.
• The social customer is transforming business.
• Customer disdain, social media, and customer service have formed a perfect storm that is super-charging change.
• 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 Carphone Warehouse uses Twitter for customer service

Vendors mentioned: Twitter

Related Research:

Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

by Natalie L. Petouhoff, Ph.D., February 11, 2010

How Carphone Warehouse Uses Twitter And Social Media To Transform Customer Service

by Natalie L. Petouhoff, Ph.D., January 26, 2010

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

How To Win Funding For Your Customer Service Project

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

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