Why Social Media Customer Service Is Changing and What You Need to Do Next
Social Pros Podcast · Convince and Convert
March 29, 201942m 37s
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Show Notes
Nicole van Zanten, CRO of ICUC, joins the Social Pros Podcast to discuss the trend toward one-on-one interaction in social media customer service.
Special thanks to our sponsors:
- Salesforce Marketing Cloud (bit.ly/jaysays)
- Emma (myemma.com)
In This Episode
- 05:18 - How the arena for customer engagement has changed in the past three years.
- 08:06 - Why more and more brands are strategizing around dark social.
- 15:25 - How agency-run social media management works for brands in highly regulated industries.
- 29:32 - The social media success metrics that matter most to brands right now.
- 06:39 - How ICUC manages around-the-clock social media customer service for brands around the world.
- 18:26 - A social media customer service victory that touched Nicole's heart.
Resources
- Get the new State of Marketing report for free from Salesforce here.
- Stay connected with your email marketing subscribers using Emma.
- Learn more about how ICUC manages social media customer service.
Visit SocialPros.com for more insights from your favorite social media marketers.