Pre Conference Workshops: July 30th, 2012

  • Workshop A: Social Media Customer Service Boot Camp
  • Workshop B: CLICK for community – A New Framework For Building Successful Communities
  • Workshop C: Twitter; The New Complaint Department

8:30 Registration for Workshop A

9:00 - 11:00 Workshop A: Social Media Customer Service Boot Camp

If you are here it should mean you already know what social media is. Many of you however may not know how it has transformed into a customer service necessity. In this workshop get hands on training on how social media is being used to leverage customer service and manage brand reputation directly with your customers.

What you will learn:

  • Implementation skills for developing social media platforms as a customer service tool
  • Strategies for structuring a successful team to develop your new social media focus
  • Insights to industry leaders uses of social media to increase brand reputation through social media

Benefits of attending:

  • Learn proven strategies to developing your social media focus
  • Get hands on training in developing customer experience social media focus to new platforms
  • Develop KPI measurements to maintain your social media presence

Led by Frost & Sullivan

11:00 Registration for Workshop B

*Boxed Lunch Will Be Served*

11:30-1:30 Workshop B: CLICK for community – A New Framework For Building Successful Communities

Many companies enthusiastically hopped on the community bandwagon with visions of vibrant discussions, lively interactions and deeply engaged members. Unfortunately some experienced unimpressive and/or diminishing returns and are now faced with a decision: 1) pull the plug or 2) make a course correction. Forrester recently launched a new community framework called CLICK, to guide marketers to new and improved community strategies that will lead to increased member engagement.

What you will learn:

  • How B2B buyers participate in communities
  • The four approaches to online communities
  • The introduction of Forrester's CLICK framework
  • Best practices from companies that achieved strong results from communities

Benefits of attending :

  • Learn which community approach is best for your company
  • Develop a community strategy that incorporates context, linkages, identity and conversations
  • Differentiate from your competitors by creating valuable knowledge assets to drive increased member engagement

Kim Celestre
Principal Analyst
Forrester’s Research

1:30 Registration for Workshop C

2:00 - 4:00 Workshop C: Twitter; The New Complaint Department

Twitter is showing it can mean a lot more to business then a simple marketing tool. Twitter is now being the first place savvy customers go to in order to directly complain about a product or experience they have had with a company. That means leading companies have not only had to adapt to this new approach for using twitter, but also develop and hire the proper talent that can utilize customer service in 150 characters.

What you will learn:

  • How twitter can be used to solve customer complaints
  • Integrate brand reputation with CRM
  • Implementation strategies to your customer service focused twitter account

Benefits of attending:

  • Gain proven strategies to use customer service initiatives in Twitter
  • Develop innovative tactics to developing a great CRM through customer service
  • Be the leader in your industry in this new use of social media platforms before you fall behind

Pat Perdue
Customer Experience Evangelist
Pat Perdue Communications

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