This workshop will walk through practical approaches for engaging in social media and how to improve customer experience strategies.

• Brand Touch Points: Holistic view of your Brand CX touch points and the customer experience delivered. What are they, how do you measure them, how do you get customer feedback?
• Social Channels: which social channels matter for your Brand and why? What matters to your customer? How do you engage or not?
• Social listening: What are your customers saying and where? Do you engage in the conversation? How? Who is representing the Brand? Is it live or Memorex (i.e. a monitor tool with a canned response)?
• Reputation Management: Social media link to customer experience and customer service