Turning Business as Usual on its Head with Social

Description

In 2008, faced with the reality of social media and the mouthpiece it created for disgruntled cable & internet customers, the company decided to embrace transparency. Simmermon – a writer and stand-up storyteller/comedian - led the company to social media by responding to customers on Twitter. When 140 characters became all-too-small a space to communicate unwieldy negotiations or to explain the science behind the magic of cable and Internet, Simmermon launched the award-winning TWCableUntangled blog to tell TWC’s story. At the same time, the company enlisted call center manager Phil Blum to lead the @twcablehelp care team and address customer service complaints in the wild. Learn how social media allows PR and Customer Care to work together as a critical part of TWC’s product, communications and customer service operations, and how the one-two punch of Simmermon and Blum add a daily dose of personality, humanity and above all, humor to the company.

Questions Answered

What's the optimal social media platform strategy for my brand or business?
How does my business decide when - and when not - to address customer complaints in the wild?
How do I scale and integrate social across the enterprise?
How can I make sure that social media communications are tailored to a national, diverse audience?
How can I measure success, and translate results to business value?