Topic: Customer Experience

Real-life stories showcasing the business impact
of social media for CUSTOMER EXPERIENCE executives responsible for:

• Customer Loyalty/CRM: Develop an authentic, deep relationship with your current and potential consumers and create loyalists. Reward you MVPs and develop long-lasting connections.
• Customer Insights: Improve the customer experience or gain new ideas by getting real-time candid insights about your customer’s product, service, or experience needs.
• Customer Support: Offload support to customer communities and learn how top companies are leveraging their customers to ‘self-service’ and respond faster and more intelligently.

InterContinental Hotels Drives Revenue by Empowering Brand Advocates
Jennifer Kolshak, Social Marketing Manager, Global Consumer Marketing, InterContinental Hotels Group

Social media is no longer just a ‘nice to have’ for marketers. It’s a powerful tool that can have impactful bottom line … download the brochure for complete session info

Wells Fargo Quantifies the Value of a Year of Experiments from the Front Lines of Social Web Customer Support 
Kimarie Matthews, Vice President, Customer Advocacy and Loyalty, Wells Fargo Bank

Dive behind-the-scenes of Wells Fargo's Internet Services Group and learn about a year's worth of experiments that aimed to quantify the value of engaging with customers in the social web.  With the core mission of service and support, Wells Fargo served their customers in … download the brochure for complete session info

M&M’S® Racing Uses Colorful “Fanvocates” To Connect with NASCAR Fans
Ryan Bowling, Director of Communications, Mars Chocolate North America

As a long-time sponsor of NASCAR, M&M’S Racing launched “The Most Colorful Fan™ of NASCAR” contest, which challenged fans to upload their most colorful photos to a special microsite on NASCAR.com for the chance to win NASCAR-related prizes and be crowned the most … download the brochure for complete session info

Cigna Moves from Social Media Presence to Integrated Customer Experience Practice: Constructing Effective, Strategic, Customer-Feedback Communities
Ingrid Lindberg, Customer Experience Officer, Cigna

To truly create a constructive community where customers felt comfortable participating, Cigna realized the importance of moving beyond simply having a social media platform/presence in place, to truly integrating social media into their everyday business practice. Gain … download the brochure for complete session info

Chicago Bulls Leverage Social Media for More Positive Fan Experiences AND Increased Revenue Opportunities
Jeremy Thum, Director, Interactive Marketing, Chicago Bulls

As the web turned social it created a new way for fans to share the highs and lows of a season with each other.  The question was not "Are Bulls fans interacting online?" but rather "How do we further encourage and enhance that interaction while creating additional revenue opportunities?"  … download the brochure for complete session info

Microsoft Answers Community Makes Support Social with Consumer-Generated Answers
Steve Alter, former Community Program Manager, Product Manager/Microsoft Answers, Microsoft

Microsoft Answers combines best practices from the social Web and customer support to transform the Microsoft online support experience for consumers- moving from a culture of deflection to one of engagement, truths and … download the brochure for complete session info