SCRM13: Better customer relationship management through social

This week London played host to a two-day conference run by Our Social Times, discussing building customer relationships through social media.

With real insights and case studies from big brands, including Nokia, Sony, EE, NowTV and eBay, attendees had the opportunity to explore new ideas on strategy and customer service – with policies, tools and frameworks for better engagement, as well as panel discussions, Q&A sessions, presentations and what looks like a lot of banter!

Watching and learning from afar via my own ‘social hub’, it seems 3 key points to take away from the event were:

  • That social can be the catalyst for change in customer service and engagement, but you need to learn fast! You’re only as good as your customers believe you are.
  • That improving customer service can be done in real time online, and that internal collaborations will disperse social media parable leading to a truly social organisation.

Something that resonated with me (and probably others) was the closing comment from Luke Brynley-Jones: “Nobody is valued on how many customers they keep”. Ask yourself, what is your company valued on? Then make the most of it!

If you weren’t able to be there in person, take a look at what got thumbs tweeting – delivered in social style:

Using social for business development is something that we are keenly interested in, check out our recent guest post from SCRM13 speaker Jacqui Taylor for more insights!

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