Leveraging Social Care to Win Brand Loyalists (Even During a Crisis)

Shift away from marketing to customers and build lifelong connections. That’s part of the social media maturation process that brands must understand to move past a transactional relationship model with customers to one where customers will become brand loyalists. This session will look at how brands can take the needed steps to turn casual consumers into brand advocates through customer care in social. After this session, you'll be able to:

• Apply a process for moving beyond social marketing to building brand advocates
• Implement strategies for optimizing listening from a tool and operational perspective
• Equip and train your team to be standouts in customer care, and treat employees as customers to build loyalty within
• Uncover and amplify customer stories, and create memorable experiences that capture the media’s attention