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SXSW 2018

Why Caring for Customers is the New Marketing

Care is the new marketing because in today’s social world, great service gets rewarded and poor service goes viral. Over the past year, bad customer experiences have ruined major brand reputations. Companies know they have a problem, so why aren’t they changing things and why are they getting customer experience management so wrong?

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  1. What are social listening best practices for brands who want to know when and how to respond to potential problems on social media?
  2. How can brands educate their entire company on social crisis management strategies?
  3. How can social play a role in a company’s customer experience management strategy?



Rachel Leamon, Sr, PR Mgr , Sprinklr

Meta Information:

  • Event: SXSW
  • Format: Solo
  • Track: Brands & Marketing
  • Level: Intermediate
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