Social 2011: Integrating the Voice of the Customer Beyond the Call Center
By: Genevieve Coates
Social media can give you tons of information, including some uninhibited comments from clients that can give you invaluable insights on your products and services. The problem is, with so many voices out there how do you correctly and quickly determine the flow of that information within your organization, decide how best to act on it, and then fully make use of it all? Our upcoming panel at Social 2011 – Integrating the Voice of the Customer Beyond the Call Center – will tackle just that question.
Joining us on this panel to give us their opinions will be Mitch Lieberman, Vice President of Marketing of Sword Ciboodle, Dr. Natalie Petouhoff, Chief Strategist, Digital Media, Social Media and ROI for Weber Shandwick and Kevin Cole SVP, Social Media Manager for Bank of America. With the amount of expertise and hands on customer relations experience on this panel, you will be sure to hear some leading methods of how to improve your skills when listening to your customers. What will these minds be tossing around for ideas?
- Who’s getting the information from clients, where does it really need to go and how do you make that happen?
- How do you move from just sharing the voice of your customers internally to integrating the voice of your customers into your procedures and actions?
- How do you use your social media monitoring and engagement platforms to engage with customers and use the knowledge gleaned to impact your competitive edge?
Does this topic interest you? How so and why? What would you like to hear about in relation to this topic? Check out www.social2011.com and then let us know in the comments!
Dr. Natalie Petouhoff shares her views at http://www.drnatalienews.com/dr-natalies-blog and Mitch Lieberman can be found sharing his thoughts on http://mjayliebs.wordpress.com
Tags: Radian6 Social 2011, Social Media
This topic is the one that got me to plunk down my conference fee more than any other. The full value my organization gets from the Radian6 platform relates directly to how well we can leverage it to get the right ACTIONABLE information into the right hands, in minimal time, with the fewest resources.
I am particularly interested in hearing of how mid to large organizations with a small social media staffing model can best use the platform to accomplish these goals – I am talking about 2-3 licenses, all assigned to only the social media team. No wide net cross-departmental installs here. What are the critical tactical elements to put in place first to achieve some measure of useful information sharing throughout the organization, and what are the tactics that can be left aside until more resources come to bear?
Thanks for the feedback Terence! Very happy that you're so excited for this panel and I'll pass along this information to the panelists.
Hope to hear some more great questions from you during the audience Q&A session! Look forward to seeing you
This topic is the one that got me to plunk down my conference fee more than any other. The full value my organization gets from the Radian6 platform relates directly to how well we can leverage it to get the right ACTIONABLE information into the right hands, in minimal time, with the fewest resources.
I am particularly interested in hearing of how mid to large organizations with a small social media staffing model can best use the platform to accomplish these goals – I am talking about 2-3 licenses, all assigned to only the social media team. No wide net cross-departmental installs here. What are the critical tactical elements to put in place first to achieve some measure of useful information sharing throughout the organization, and what are the tactics that can be left aside until more resources come to bear?
Thanks for the feedback Terence! Very happy that you're so excited for this panel and I'll pass along this information to the panelists.
Hope to hear some more great questions from you during the audience Q&A session! Look forward to seeing you
Hi Genevieve,
I am very interested in this topic: we see so many silos in organisations, all with their own touchpoints with customers.
The challenge for companies is to create one overall customer experience and to use the data from all the touchpoints to improve their products and services.
So the main question is hoe do we prevent social media from becoming "just a new contactchannel" in an organisation seperated from the other touchpoints.
Hi Genevieve,
I am very interested in this topic: we see so many silos in organisations, all with their own touchpoints with customers.
The challenge for companies is to create one overall customer experience and to use the data from all the touchpoints to improve their products and services.
So the main question is hoe do we prevent social media from becoming "just a new contactchannel" in an organisation seperated from the other touchpoints.
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