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Everyone's in the Service Business

Event Interactive 2011
Format Solo
Organizer Betsy DiCarlo – AgencyNet
Description With the evolution from a production-based to consumption-lead economy, a surprising fact emerges: brands too are in the service business. It's no longer sufficient to produce a product and expect it to fly off the shelves. Consumers are educated, vocal, and have the expectation to have a voice in the brands they buy. The digital ecosystem has empowered this shift, and companies have to be structured to account for the behavior.
Questions
Answered
  1. How should brands interact with consumers in the social space?
  2. How is customer service impacted by the readiness of reviews, tweets and likes?
  3. Why don't more brands have social media disaster plans?
  4. How should brands tell stories in the new media landscape?
  5. What should brands do to support and nourish their consumer?
Level Beginner
Category Advertising
Tags brands, products, reputation management
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