Conference Presentation

Social Impacts to the Customer Experience

This report is for Support Services members only

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The latest debacle with United Airlines highlights the importance of social media for today's service operations. Social customers are quick to share their product and support experiences in communities and via social media, and the audience can be surprisingly large. In this session, hear from experts on both social support and customer experience on how to harness social channels to better understand customer sentiment as well as provide best-in-class service to customers. Topics will include:

  • The role of marketing vs. service in social listening and responding to customers
  • Staffing and measuring social media support
  • Recruiting and rewarding customer moderators for the online community
  • Community oversight, and how to maintain an appropriate tone


TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

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