Social Media - Taking customer service to the next level

LIMITED PLACES - CONTACT Natalie Milsom on natalie.milsom@buffalo.co.uk or 020 7292 8689 to book place

‘Traditional companies’ have long forced customer enquiries through the ‘traditional’ contact routes of phone, mail and email. But a revolution is taking place. More than ever customers of all backgrounds and ages are turning to social networking and other online channels to gather information and comment on products and services. Some innovative companies have already recognised this and are actively and beneficially engaging with their customers on a new level. But many are still playing catch-up...

Companies simply must evolve to keep pace with the 21st century customer. They can no longer dictate how customers engage with them and have to work hard to find out exactly when and where their customers are ready to talk. Mastering complete customer management must take into account every ‘offline’ and online communication channel; every tool and method that customers use to talk about companies and engage on exactly the level customers want.

Speakers and topics

Mark Kobayashi-Hillary, Outsourcing Author and National Outsourcing Association Board Member - Chairman & Setting the scene in social media

Toby Brown, Head of Digital, Buffalo Communications - Customer service vs PR - Deliniation and integration for a complete media strategy

Nik Nesbitt, Founder and CEO, KenCall - Offshoring your customer service - delivering excellence via social platforms including a case study from Cellfish