Social Media Club of Dallas Presents:
The Business of Social Customer Care
August 16, 2012
There’s no shortage of challenges that businesses and brands face in building a successful social customer care operation:
• Customers are impatient and expect instant responses
• Keeping track of posts across multiple channels is overwhelming
• Many of the existing social channels tools weren’t designed to support customer service
• The ROI on the entire operation is fuzzy
• The exchanges with customers are so very … public!
Join moderator Bryan Person from Austin-based Social Dynamx, as well as industry practitioners from Dallas-area brands, as they discuss how to overcome these challenges and deliver exceptional social customer service to customers and fans.
1. 6:00 Check-In and Networking
2. 6:45 Welcome and Intro
3. 7:00 Introduction of Sponsors
4. 7:15 Sponsor presentation
5. 7:30 Speaker - Bryan Person @BryanPerson
6. 8:45 Post Tweetup at Trinity Hall @Trinityhall
About our Speaker:
Bryan Person is the Director of Social Insights for Social Dynamx, a social customer care platform. In his role, Bryan works with enterprises to build brand advocates by integrating social customer service into their business strategy. In previous roles, Bryan worked as an evangelist for LiveWorld and as a community manager for Monster.com.
Bryan has led a number of presentations and panels on social customer service in recent years, including at BlogWorld in November 20111 and at SXSW in March 2012.
Five years ago, Bryan founded the Social Media Breakfast series, which has since spread to more than 40 cities around the world. He relocated from Boston to Austin in August 2008 with his wife and two children. He remains a ydiehard Boston Red Sox fan, but did cheer for the Texas Rangers in the last two World Series!
About the Panelists:
Tony Turnage | FedEx
Tony Turnage is a 24-year veteran of FedEx. He currently manages the Dallas brick-and-mortar CSO organization and the Houston remote rep operation. Tony's Dallas operation includes FedEx's Social Engagement Team - FedEx's Digital Reps. Tony has attended many social forums and has been a sought-after panelist and speaker!
Sean Valderas | Nokia | @NokiaSean
Sean Valderas is the Care Social Media Manager for Nokia’s America region. Currently, Sean is responsible for the strategy, development, and deployment of support engagement via Nokia’s social media channels. This includes Twitter and Facebook for the US, Canadian, and Latin American markets. In his previous roles, he was responsible for Nokia’s first launch of a dedicated Care channel on Twitter, and deployment consulting to Nokia’s global social media organization.
Sean has more than 12 years of experience in the telecommunications industry and implementation in the area of mobile device software, including global management for embedded applications.
Sean holds a Bachelor of Science in Psychology and Master of Business Administration, both from Texas Christian University. He is also a certified Six Sigma Green Belt in services.
Mike Cearley | Fleishman-Hillard | @11thScreen
As the Social Practice Group leader in the Fleishman-Hillard Southwest Digital/Social Practice, Mike Cearley leads a team of communications jedis, ninjas, and superheroes to support the social media and community building efforts of some of today's leading brands. He currently serves as the Global Social Lead for Chevrolet.
Mike has more than 15 years of emerging and social media, technology, and integrated marketing experience. He is a leading advocate in the industry and currently authors a blog,11thscreen.com , where he explores emerging technology and its convergence with our everyday lives
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About our Sponsors:
Thanks to our Platinum Sponsor:
Thanks to our Food Sponsor:
Thanks to our Tweetup Sponsor:
Thanks to our Photography Sponsor:
Thanks to our SMC Dallas Annual Sponsors:
Sponsorships are still available for this event. To inquire about sponsorship opportunities, please contact Elysa Rice at email@example.com.
Note on Refunds: Refunds will be provided if written notice of your request is received within 24 hours of event. If the event is sold out, we'll only provide a refund if a waitlisted ticket is sold before the start of the event online.
When & Where
Social Media Dallas
Social Media Dallas hosts conversations that explore key issues facing our society as technologies transform the way we connect, communicate, collaborate and relate to each other.
The Organization's primary mission is to promote media literacy, promote standard technologies, encourage ethical behavior and share best practices. We are active across the U.S. and Canada and expanding globally.
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