Remember Alec Baldwin’s infamous Twitter rant slamming American Airlines? How about when Kristin Cavallari recently tweeted an old article about Whole Foods that contained negative and allegedly untrue information? The article spread like wildfire among her 1 million Twitter followers and created a disaster for the brand’s social team. Whether you’re blasted by a major celebrity or the average customer, negative social mentions and complaints can quickly become a brand’s worst nightmare. How do you get control of the situation? When do you take the conversation “offline” – and how?
From social monitoring software to location-based technology, social customer relationship management (CRM) solutions are emerging at the speed of light. With these new technologies come a whole new set of best practices and unwritten rules that brands must abide by. The digital landscape is brutal. Consumers are mandating transparency and holding brands accountable, and as brands look to mobile solutions for help monitoring and managing social interactions it is increasingly important that consumer privacy remains a top priority.
Moderated by Joel Osman, the panelists will share industry knowledge, tips and personal experiences – the good, the bad and the flat-out crazy.
Event Room: The Matrix