SXSW 2012 - OMG, My Customer’s Pissed and Uses Twitter

OMG, My Customer’s Pissed and Uses Twitter
Event	Interactive 2011
Format	Panel
Organizer	Rob LaGesse – www.rackspace.com
Description	Too many customers are sitting listening to hold music waiting for their problem to get resolved. Instead of stewing privately they are now airing their grievances publicly. To anyone and everyone that will listen. The BP oil spill and Toyota recalls have showed us how people are using social media tools to give pissed off customers a new voice – and it’s a megaphone. Knowing your customer and understanding how to address everything from a crisis to the everyday question quickly and effectively is critical. Learn about some of the biggest flubs from 2010, how the ball was dropped and what could have been done differently. Don’t make the same mistakes they did. Learn how not to mess up.
Questions Answered	What is Crisis Communications 2.0 – how to leverage social media tools to handle a crisis? What’s the best way to correct a customer who’s wrong? What about Facebook, should I connect with negative groups that are formed about my company or product? Should I use a personal Twitter or a corporate Twitter account to address questions? How do you respond to “XYZ company blows”?
Level	Intermediate
Category	Social Networking
Tags	customer service

OMG, My Customer’s Pissed and Uses Twitter