Consumers are increasingly turning to social media as a convenient way to raise customer service issues. Some companies are beginning to realise the potential this can have in reducing costs and increasing customer satisfaction and customer loyalty, but without an effective listening process in place this potential will go unrealised.
This webinar will equip you with the knowledge you need to get started with social media monitoring for customer service.
Ronan leads the EU Community and Social customer services teams at eBay and has been working on developing the company’s European social media customer service model since mid-2011. Ronan also oversees the complaints handling teams across eBay's different European markets. Ronan has been a customer services leader for over 10 years.
Leon is one of the pioneers of the social media analytics field. He has been working in this area since 2004, pre-dating both Twitter and Facebook. His current company, Sentiment Metrics, works with over 400 clients globally, including many of the world’s leading brands.
Katy is a recognised authority in social media. She speaks around the world at marketing and digital events and trains for the Institute of Direct Marketing and Chartered Institute of Marketing. Her clients include Sony Europe, BT, Diageo and HSBC.
Luke Brynley-Jones is one of the UK's most experienced social media consultants. In the past 12 years he has helped brands such as Accenture, YMCA and Orange to develop effective social media strategies. He has trained over 4,000 marketing and PR professionals in social media marketing, monitoring and engagement. He writes the popular social media marketing blog, oursocialtimes.com and hosts social media conferences in the UK, US and across Europe.