Vow to Wow - Being Helpful To Customers Online

A session at BlogWorld New York 2012

Wednesday 6th June, 2012

9:00am to 10:00am (EST)

Rackspace’s social media policy consists of two words: “Be helpful”. Do you know how to react if a customer complains about your brand on social media? Do you ignore them, or do you vow to wow them? Rackspace’s social media response team, led by Sr. Manager Rob Collazo and also including engineers Matt Wilbanks and Jeremy Wasner, monitors social networks around the clock to provide “Fanatical Support” to those airing grievances with the company online, from Twitter to message boards. These engineers form a team that is ready to provide “Fanatical Support” to customers within a moment’s notice.

Key Points
Led by Robert Scoble, panelists will share how to use 140 characters or less to avert a crisis, empowering your employees to help customers in distress and how to build an internal network of subject matter experts for the best results on being helpful using social media.

About the speakers

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Robert Scoble

@Rackspace's Startup Liaison Officer, who grew up in Silicon Valley, brings you technology news, videos, and opinions. bio from Twitter

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Matt Wilbanks

Cloud Specialist at Rackspace Hosting, Ironman triathlete, daddy to two beautiful little girls. bio from Twitter

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Rackspace Cloud Employee, Geek and Student. Feel free to call me at 210-370-ROBC (7622). bio from Twitter

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Jeremy Wasner

Social Media Specialist , Rackspace

Next session in 1A21

10:15am How Social Media Can Save the TV Ad: Case Studies in Success by David Griner

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Time 9:00am10:00am EST

Date Wed 6th June 2012

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