"My experience is that many companies start with just listening in social channels. I bet all of you today are doing listening. Then they begin to engage in those social channels in very tactical ways. It might be just one particular brand; it might be one division like Barkley Card. They're learning how to do it well."
"Great experience starts with delivering as promised; making it easy and enjoyable, and this experience goes beyond saving. Great service and satisfaction leads to advocacy and future revenue."
"I think customers are changing and their expectations are changing as well, and we’re finding that companies are trying to adapt to these changing expectations as well."
"Managing your reputation online and the credibility you bring based on the things that you’re talking about becomes important to you and ultimately what you become known for ... You start to be known for who you are."
"While social has made the world a much more connected place, it's also made it really challenging for those of you in customer care. I think life was hard enough for you guys supporting all the individual communication channels like phone, e-mail and chat. Now, you have things like knowledge bases and portals."
"This new world forces us to focus more on experience. Not only is there just a greater ability to share and to reach more people, but the accessibility of that is greater than it’s ever been."
"The experience that we create for our customers on social networks is highly visible. It’s your most exposed customer touch point ... Since actions speak louder than words, this is where we have the opportunity to show people how we truly feel about how we value their relationship with us."
"The customer experience is now very individual...In some ways, how you support me is going to be the difference between how you convert me as a customer and how you keep me as a customer."
"What’s interesting is that not only are people looking for service, but the expectations for service level that they’re looking for are continuing to rise. This is normal. We’ve been through this in other channels."