PRmoment.comPRmoment GLOBAL

PRCA

Social Media Customer Care

Date: Thu 23rd February 2017
Location: One Alfred Place, London
Organiser: PRmoment Events
Cost: Free for in house PR, comms, customer services and marketing folks

Why Attend:

Social Customer Service has emerged as an important new frontier shaping how the public perceive a brand. The quality of care received has the potential to turn a consumer into a powerful advocate or a vocal detractor. In a world where social media channels have now become the first, rather than last, point of call for consumers with queries and complaints, the teams that respond to them need to be your most effective brand advocates. 

With practical advice from industry experts, we will discuss how to best structure, monitor and evaluate an industry leading social customer care team.  As well as looking at technology and processes, we will examine the equally important need for customer service teams to be able to convey your organisations values and your brand’s tone of voice.   

Due to high demand, we have to limit the number of tickets per organisation to three. 

Please note this seminar is part of our series of events for in-house communicators only.  If agency delegates register I'm afraid we will have to cancel your ticket - sorry!

5.30pm Registration  
6.00pm Chairpersons intro
Ben Smith, Founder, PRmoment
6.05pm

Social customer experience at Airbnb
Andrea Finnegan, Global Social Media CX Manager, Airbnb

  • Why excellent social customer experience has moved from a "nice to have" to a strategic imperative for brands
  • Why good customer care builds fans for life
  • How to respond to 140K+ 1-2-1 inquiries a month as the voice of Airbnb
6.35pm

 TSB's digital approach to joined up customer services
Bian Salins, Head of Social - Digital, TSB 

  • The importance of customer services for financial services brands
  • How to connect the different customer services channels
  • The importance of secure communications
  • How to train a customer services team who understand your tone of voice and can respond to customer inquiries
7.00pm

How social media customer care is shaping brand reputation and transforming consumer purchase paths
Daljit Bhurji, Global Managing Director at Diffusion

  • Diffusion will present new research on rising consumer expectations of what good online customer care looks like in 2017
  • How poor social customer care is impacting on social marketing ROI
  • How to best structure and train teams on social media customer service
  • The importance of setting realistic SLAs and benchmarking performance against competitors
  • Ensuring that customer care teams are communicating in your brand’s tone of voice
7.30pm

Chairpersons closing remarks

7.35pm

Informal networking

Drinks and canapes will be served

 

 

 

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