Changing Expectations of Customer Service

Hosted by Presented by AOL and Tribal DDB Worldwide

thursday, February 21, 2013

1:00 PM - 2:00 PM

AOL Headquarters

Social Media properties provide consumers with an immediate opportunity to broadcast customer service issues. The 2012 American Express® Global Customer Service Barometer found that almost 20% of consumers used social media at least once a year to obtain a customer service response and this relatively small group of consumers is extremely engaged and vocal. Consumers who use social media for customer service will tell twice the number of people about a bad customer service experience than someone will who uses more traditional customer service channels. On the flip side, consumers who use social media for customer service will tell 2.8x the number of people about a good customer service experience than someone will who uses more traditional customer service channels.

This panel will explore how marketers can take advantage of changes in our collective expectations and digital technologies to deliver customer service that increases brand value instead of depleting brand value.

Questions Answered:

  1. How have consumer expectations of social customer service changed since May 2012?
  2. Which cross-functional disciplines should be involved in developing a strategy for social customer service?
  3. Which companies or brands are exceling at social customer service?
  4. What are the best practices associated with developing and implementing a strategy for social customer service?
  5. What is the best way to integrate the different company departments into the overall customer service experience?


Social Media Week

Changing Expectations of Customer Service

February 21, 2013 - 1:00 PM - 2:00 PM

Hosted by Presented by AOL and Tribal DDB Worldwide




Richard Guest

Richard Guest

President, Tribal DDB

Scott Gulbransen

Scott Gulbransen

Director of Social Business Strategy, H&R Block

Christopher Heine

Christopher Heine

Staff Writer, Adweek

Laurie Meacham

Laurie Meacham

Manager Customer Commitment at JetBlue Airways, JetBlue Airways

Erin Robinson

Erin Robinson

Social Media Manager, Paid Services, AOL

Jen Rubio

Jen Rubio

Co-Founder, Chief Brand Officer, Away