|CIPR, 52-53, Russell Square, London, WC1B 4HP
|PRmoment and Diffusion PR
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.
Join us to hear the first hand experiences and advice from experts at Telefonica, London Midland, Diffusion and Santander, on one of the defining challenges facing marketers and communication professionals in 2015.
Please see the full programme below.
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!
The address for this seminar is: CIPR, 52-53, Russell Square, London, WC1B 4HP
If you have problems booking this conference, or require further information, please email firstname.lastname@example.org.
|Registration and informal networking
|Chairpersons Introduction – Ben Smith, Founder, PRmoment
How to manage social care in real time, where customers are constantly on the move
How social media transformed London Midland’s customer services function
How social media customer care is reshaping business & brand
How to implement a social care strategy in an industry of heavy regulation and compliance
How Santander manages its customer services proposition
The importance of social care in building brand loyalty in a service based industry
O2’s approach to social customer services
|Closing remarks by Ben Smith, Founder, PRmoment
|Informal networking, drinks and canapes and will be served.
|Close of seminar
This event is produced in partnership with Diffusion PR. Neither PRmoment nor Diffusion PR will share delegate details with any other third parties.