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What Are Your Customers Saying About You? How to monitor customer conversations about your brand

A session at The Social Media for Customer Service Summit

The benefits of better monitoring of customer sentiment and experience for your customer service team are great. After all, an integral part of good customer service is knowing what is being said about you. It results in you learning your lessons the easy way and avoiding making costly mistakes.

But part of the problem also knowing where to find that conversation. Also Social Media monitoring delivers a deluge of data - some relevant and some not. It's easy to feel overwhelmed sometimes.

So how do you filter the information, and identify where action is required? Learn how to monitor the right things and ensure you know how track your customers' comments about your brand:

Stop and Listen: Techniques for monitoring your customer's comments in the right social media channels. Don't miss out on a thing
Create synergy: Learn how to work with your marketing department's monitoring team to get the full picture on exactly how your customers behave
What To Do With What You Hear: Recognizing and responding to official complaints and pertinent yet random comments

About the speakers

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gailmoody
This person is speaking at this event.
Thomas Hoehn

Global interactive, social media, marketing-type. Works at Walmart HQ as a Director of Mktg-Social. Likes movies, music, photography and painting. bio from Twitter

This person is speaking at this event.
Mark Eduljee

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