Use social customer care to win brand loyalists, even during a crisis
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The customer service provided in social channels is indicative of an organization’s overall concern with taking care of its customers. Social customer care lets customers know that brand managers are listening and that they care. These conversations can be incredibly useful in identifying threats, providing great content, and creating brand advocates. However, it requires putting together the right team, providing them the right resources, and striking the right tone.
- How to identify customer expectations and use your resources strategically
- Why you should give more than you take and find ways to surprise and delight your customers
- Ways to prepare for a crisis and activate, including integrating social care into crisis planning and management
John Young is a social business advisor for Southwest Airlines. His role focuses on providing strategic guidance and recommendations for Southwest’s social customer care and Listening Center. Before coming to Southwest, Young was a social media strategist for AT&T. He drove the strategy and buildout of social customer care and social tools and developed AT&T’s custom social media command center.