This week I moderated another Social Media Today webinar as part of their Best Thinker webinar series, this time on the topic of Your Customer Experience Never Sleeps: Creating a 24/7 Partnership. This webinar was sponsored by LiveWorld and featured Chad Mitchell (@cmmitchell4) Senior Director of Digital Communications at Walmart, Michael Rose (@MichaelRoseAsia) Senior Director of Global Corporate Communications at Polycom, and Bruce Dembecki (@zbeeb) Vice President of Moderation Services at LiveWorld. We discussed best practices for acting and reacting in a way that enhances continuous customer engagement.
Here are three of the key takeaways:
- The challenges of being 24/7 - 24/7 is not for everyone, depending on your business and your operations you might only need brand monitoring during regular business hours or you might need "follow the sun" business hour availability globally. It really depends on your business objectives.
- Note to self - Use Snackable, Shareable, and Mobile Optimized video - to engage your customers with your brand. Polycom was using Vine to create 6 second tutorials on unique aspects of their product line!
- Trend Jacking - Trend jacking is simply the act of capitalizing on an existing trend in order to bolster one's brand in the marketplace. Trend jacking can be fortuitous or horribly ill-advised. The outcome depends on how the message lands contextually in the view of the audience. Proceed with caution!
To get a copy of the slides or to listen to the replay, please click here. You can also scan the highlights of this webinar on Twitter by reading the Storify below. Our next webinar is titled From Data to Decisions: Using Social Insights for Better Campaigns; be sure to sign up for it or view the schedule of other upcoming webinars here.