The greatest fear I hear related to social media and online activity in general is getting and dealing with negative comments. If this is among your top concerns, then here is a free webinar for you: “Are Customer Complaints Hurting Your Business?,” August 14 at noon.
Consumers have more ways than ever to complain about a service or product. The bad news for companies seeking to protect and promote their brand is that the gripes are taking place in the full public eye via social media.
Chances are unlikely that someone’s Tweet about receiving a broken widget will go viral like the “United Breaks Guitars” video that musician Dave Carroll wrote and performed after United Airlines baggage handlers broke his prized Taylor guitar. However, anytime people are talking about your company, you want the conversation to be a positive one.
Joining Carroll in this free-wheeling discussion of social media and customer service is Micah Solomon, who recently was termed the “New Guru of Customer Excellence” by the Financial Post. Solomon is the bestselling author of two books on customer service and a top professional keynote speaker.
Social Media Today is offering a free webinar: Next Generation CRM: Social Media Management and Monitoring Online.
July 10 at noon EST / 9am PST
Customer relations exist across a wide assortment of platforms and conversations where the business must radically adapt its CRM – customer relationship management – practices. Panelists will assess the potential and limits of CRM in the context of a customer-defined playing field.
- Where does CRM live in a socially savvy business?
- What CRM tools and practices have become outmoded and how are they being replaced?
- Are there any boundaries between CRM, marketing, PR and CS on the Social Web?
- How has the customer’s role changed in the relationship?
Vocus’ next free webinar will feature Jim Joseph, author of The Experience Effect. He’ll talk about how to create the emotional experiences that tie customers to their brands. No gimmicks or jargon – just what works, what doesn’t and what you can do:
- Understand your target market with simple grassroots techniques
- Keep your brand rooted in customers’ lifestyles and needs
- Engage your customers with satisfying touchpoints – every time you meet
Jim Joseph is also President and Partner of New York-based Lippe Taylor Brand Communications.
Thursday, April 14, 2 – 3 PM ET