57 min listen
How Comcast Interacts With Customers on Social Media 6 Million Times Each Year
How Comcast Interacts With Customers on Social Media 6 Million Times Each Year
ratings:
Length:
44 minutes
Released:
Mar 8, 2019
Format:
Podcast episode
Description
Lisa Blackshear (Sr. Vice President of Communications, Digital Media at Comcast) joins the Social Pros Podcast to discuss managing a social care team that handles millions of interactions each year. Special thanks to our sponsors: Salesforce Marketing Cloud (Magic Moments: How to Create Inspired Marketing to Amaze Your Customers: candc.dl/amazecustomers) Convince & Convert (Experience This! Show: experiencethisshow.com) Yext (The Everywhere Brand: http://offers.yext.com/everywherebrand) In This Episode 06:29 - How Comcast scale up their social care team to over 400 agents 10:26 - How customer expectations have evolved with social engagement 16:09 - How the social care team at Comcast adapts to their customer’s tone to interact on a more personal level 21:49 - How to coordinate multiple touchpoints with customers from a customer care standpoint 30:14 - How to utilize insights gained from customer interactions 33:51 - How to coordinate between the social care team, communications/PR, and branding Resources Get the new State of Marketing report for free from Salesforce here. Find out more about the community at SocialMedia.org with a special form for Social Pros listeners here. Follow @ComcastCares on Twitter here. Visit SocialPros.com for more insights from your favorite social media marketers.
Released:
Mar 8, 2019
Format:
Podcast episode
Titles in the series (100)
Put Yourself on the Social Map: From Vagueness to Greatness: Erich Marx, Director of Consumer-Facing Interactive and Digital Media atNissan, joins theSocial Pros Podcastthis week to discuss the process of managing a huge, multinational brand’s ... by Social Pros Podcast