Driving Best-In-Class Customer Experience: Beyond Social Media Listening

@ 12:00PM - 1:00PM ET

Today the rise in customer participation in Social Media is pushing marketers and researchers to listen and learn from Social Media conversations. While numerous applications of Social Media research are taking shape, understanding customer experience through the new media is gaining tremendous mind-share. 

Social Media provides an excellent platform to listen to customer concerns, criticisms, and feedback, and address issues through one-to-one engagement. Social Media listening helps brand managers and marketers in not only differentiating their service quality but also aligning them with customer expectations, thus, driving greater satisfaction and better experience. In this session, you learn how Social Media can provide holistic insights on the “voice of consumer”.

Participants will learn: 
Understanding and measuring customer experience through Social Media – the possibilities today

Beyond listening- Tracking voice of the consumer across the relationship cycle

Social engagement- The path to improving Net Promoter Score/Customer Satisfaction Index

Presenter:
Sangita Joshi

Sangita Joshi is the Co-founder and Managing Partner of EmPower Research - a Genpact company. She has over 20 years of experience in research of which the last eight years have been at the executive level. At EmPower, Sangita leads social media research and delivery to global clients, and closely works with the innovation team to continuously evolve solutions that aid decision-making in a dynamic business environment. She regularly writes for leading industry publications and speaks on topics related to social media-led insights.

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