Follow Sam on Twitter: @samknowles
Great partnerships yielding considerably more than the sum of their component parts.
Yesterday evening it was my enormous pleasure to host and to chair a debate on the social media customer. "What's next ... for customer service and social media?" marked the formal launch of a joint research project on the #smcustomer, conceived by the digitally-savvy PR company Fishburn Hedges and reputation research experts Echo, Ebiquity's reputation practice.
The difficulty of the job of chair is in inverse proportion to the quality of the panel; the higher quality the panel, the easier it is to be unobtrustive and pass all but unnoticed. Fortunately, we were blessed with a very high quality panel, made up of:
The event was very well attended - standing room only in Fishburn Hedges largest (and capacious) room. 75+, from the client, social media and consultancy worlds.
Panel and audience addressed the way social media is fundamentally redefining the relationship between consumers and brands. We debated whether improved customer service for the #smcustomer can be explained simply as VIP treatment for those that shout loudest and most publicly (no, if you were wondering). We concluded that social media will continue to deliver better customer experience, and is not just a flash in the pan. And we explored the different models of how brands should respond to keep up with what their customers are increasingly expecting.
But pictures and film are much more impactful than words. So we've decided to host the film of the entire debate, here. And for those with five rather than 75 minutes to spare, here are some vox pops from the panel.
It's such a huge pleasure to work in partnership with complementary agencies that really Get It. Fishburn Hedges really get the importance of benchmarking and measuring reputational issues, of using intelligent insight to drive operational, messaging and overall communications strategy. Last night's event was a clear illustration of this approach.
I can't wait for our next and subsequent engagements.
Jeremy Cowles"7 Tips for Social Media Measurement"
Kirsten Fernie"The big picture - Media evaluation for the entertainment industry has evolved"
Jeremy Cowles"Value in volume: dimensions of ROI for social media marketers"
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