Melbourne Breakfast - does Social Media fit into your complaint handling strategy?
Blogs, Social Networks, Twitter, Virtual Worlds - how do I respond to the consumer evolution online? There is an overwhelming amount of data to show that consumers are ready and demanding to be listened to and engaged through Web2.0 channels. Check out the explosive growth rates of sites such as Facebook and Twitter, or the volume of consumer generated conversation across blogs and social networks about product and service experiences.
Consumers are already in Web2.0 and are waiting for organisations to logon to engage. This discussion will assist you to understand the tools that are available to you to harness the power of Web2.0, to understand the key issues and respond appropriately.
You will learn the following: > How to use Web2.0 to better connect to the consumer > How to successfully utilise Web2.0 to improve your customer complaints handling and customer service processes and filter out the noise from the needs > What others are doing: The good, the bad and the ugly > How to construct a killer business case to demonstrate the value and address the risks
Panel: Guy Carvalho, CEO, Brandaide Communications Derek Jenkins, Research & Development Manager, Commonwealth Bank Charmine E. J. Härtel, Professor, Organisational Behaviour & Devt, Monash University
When: Thursday 25 February 2010 from 7.30am to 9am (breakfast served 7.30am, presentations and discussion from 8am) Where: CQ, 113 Queen St, Melbourne Cost : Member $77 Non member $99 Includes cooked breakfast. Tables of 8 available upon request.
