The Emerging Impact Of Social Media On Complaints & Customer Service Roundtable
As part of the events being held around the UK to mark National Complaints Day on Thursday 12th August, Foviance has organised a roundtable event to discuss the emerging impact of social media on complaints and customer service.
The roundtable brings together senior customer service managers and decision-makers from the world of finance, telecoms, regulatory bodies and travel including BT, Ministry of Justice, Society of Consumer Affairs in Europe, PayPal UK, Thomas Cook, together with Beyond Philosophy, 6Consulting and Foviance.
Some of the themes that will be discussed include:
- Social media is very open and unstructured, how are you dealing with this? What are the challenges, particularly for the more regulated industries?
- Customers are now able to complain literally at the moment when something goes wrong. What are the challenges, risks and opportunities of this with respect to your current ways of working?
- What is your company doing in terms of social media customer service? What’s working, what’s not working?
- The rise of social platforms such as Twitter, Facebook, YouTube and blogs is resulting in the general drift of the customer relationship from private to public spaces, which often have little to do with a company itself. How do you see this trend playing out? How are you developing your strategy to respond to this?
- Future trends, challenges and next steps?
The findings from the roundtable discussion will be available for download by registering on the National Complaints Day web site from 13th August and further details will be available on the Foviance website.
You can keep informed about the events from the day by following #ncd2010 via Twitter.
If you have any questions please feel free to email info@foviance.com or contact Guy Stephens on 0845 054 6500