Customer Experience Summit Europe | TBD | London, UK

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Managing the Digital Presence

Keynote Presentation - 8:55 am - 9:35 am

It’s an unfortunately well-known aspect of human nature that we are more likely to pay attention to negative commentary than we are to positive. In a pre-social world, the opportunity to share those negative opinions was limited, but when those opinions are shared via social media they can impact millions. Customer Experience departments then need to help their organizations manage this messaging and a Social Media Monitoring Platform (SMMP) can be key to saving face and preserving online dignity.

Takeaways:

  • No matter how good a job you do or how consistently you do it, someone is going to be unhappy
  • Social media makes the potential impact global
  • An actively managed SMMP is essential to ensure brand integrity