Name: Conversational Experience: A New Era of Social Customer Care
Start: 2021-12-02T10:00:00Z
End: 2021-12-02T10:00:33.000Z
Location: BrightTALK

Hootsuite is the leader in social media management, trusted by more than 18 million users and employees at more than 80% of the Fortune1000.
 
Our unparalleled expertise, customer insights at scale, and collaborative ecosystem help people and organizations succeed with social.
 
To see how Hootsuite can help your organization succeed with social, visit hootsuite.com/enterprise

Social customer care doesn’t end once you understand how to use customer insights to develop meaningful experiences. Building a successful social customer care plan means you must also know what customers will say before they say it. Being proactive makes it possible to meet and even exceed customer expectations.  In this webinar, we’ll talk about the benefits of having a social customer care strategy and how to build personal connections in the moments that matter most to your audience. Plus, we’re sharing our best practices on how to stay ahead of the conversation with the social and messaging channels they’re already on.  What you’ll learn:  How to have more contextual, empathetic and meaningful conversations with your customers How to unlock valuable insights held in social customer care interactions to drive business growth How to ensure that your customer care teams are informed and equipped to make every interaction as easy and efficient as possible

Conversational Experience: How Proactive Customer Care Transforms Your Business

With RG 271 now in place, now more than ever, Australian Financial Services organisations must ensure that they have a strategy in place to make their social media channels compliant with RG 271. 

Customers view social media as a direct, easy way to contact an otherwise ‘faceless’ organisation. RG 271 may change how you need to manage complaints from your customers about products, services, staff, and complaint handling. 

With the new requirements stating that you must deal with complaints on your organisation’s social media channels the same way as complaints you receive through other channels, it’s important your organisation has the right tools and strategy in place. 

Join the Hootsuite and Brolly teams as we break down the new requirements under RG 271 and show how our tools and strategies will help your business respond faster, work smarter, and engage one-on-one at scale with your customers.

Some key takeaways: 
- What are the new requirements under RG 271 and how do they impact social media?
- What are the impacts for Australian financial services social media teams?
- How Hootsuite and Brolly’s technology can help your team manage the increased workload brought on by RG 271

Australian Financial Services and RG 271: Are you Compliant on Social?

Measuring and demonstrating the value that social media brings to an organisation can be complicated. The University of Sydney recognises the strategic role of social media in achieving its organisational goals. During our interactive panel, we will deep dive into their social media strategy and the tools and tactics they’ve implemented to effectively measure and demonstrate the ROI of their social media efforts. 

During this session you will learn: 
• How the University of Sydney connects the dots between social media strategy and their top-level organisational goals utilising Hootsuite, Adobe Experience Manager, and Talkwalker 

•How they track the impact of social media across the entire student journey and measure the impact to prove the value of social across the entire organisation

•How they track sentiment and proactively manage their brand's reputation

This session was presented at Digimarcon APAC 2021

Proving the Value of Social: A Panel with the University of Sydney and Adobe

Social media is a perfect platform for customer engagement. It's easily accessible, it allows both public and private interaction, and it has a variety of metrics to measure your efforts. In this series, you can learn how to design and implement a customer engagement program to meet your business goals. 

Looking to turn your social media channels into a growth engine? Check out the previous episodes:
Workshop #1: Build and Optimize your Instagram Strategy
Workshop #2: Measure and Report on Social Media ROI

Best Practices of Customer Engagement

Social media attribution is not easy. To understand ROI from your social marketing campaigns, it’s important to understand the different metrics to track across all your organic and paid channels. 

We will look at the most common business KPIs and break them down into social media metrics. You will learn how to track and report on these metrics to show a tangible impact on corporate objectives. 

P.S. If Instagram is a strategic platform for you, check out our Workshop #1: Build and Optimise your Instagram Strategy.

Measure and Report on Social Media ROI

Social media is a perfect platform for customer engagement. It's easily accessible, it allows both public and private interaction, and it has a variety of metrics to measure your efforts. In workshop #3 of this series, you can learn how to design and implement a customer engagement program to meet your business goals. 

Looking to turn your social media channels into a growth engine? Check out the previous episodes:
Workshop #1: Workshop #1: Build and Optimize your Instagram Strategy
Workshop #2: Measure and Report on Social Media ROI

Workshop #3: Best Practices of Customer Engagement

Instagram is a magnet for brands of all kinds. It has a huge active user base, it's a social network and a search engine in one platform and on top of that, you can advertise and sell there. A well-designed strategy on Instagram can bring amazing results and we are here to help you get there! 

Join our workshop to build or optimise your Instagram strategy. We'll go through the What, the Who and the How of this social media network and provide you with a framework, used by many of our clients across the world.

Build and Optimize your Instagram Strategy

Social media attribution is not easy. To understand ROI from your social marketing campaigns, it’s important to understand the different metrics to track across all your organic and paid channels. 

In this workshop, we will look at the most common business KPIs and break them down into social media metrics. You will learn how to track and report on these metrics to show tangible impact on corporate objectives. 

P.S. If Instagram is a strategic platform for you, check out our Workshop #1: Build and Optimise your Instagram Strategy.

Workshop #2: Measure and Report on Social Media ROI

It's the eternal struggle of social media managers everywhere: deciding which platforms to focus on—and then defending those decisions to well-intentioned bosses who really think you need to get on "that TikTok thing."

We’re doing a deep dive into everything audience targeting. Our lineup of experts will share three distinct strategies you can use to reach the people that matter most to your business.

You’ll Discover How To:

Buddy up to boomers using Facebook and Pinterest
Reach B2B audiences on LinkedIn
Create a social storefront on Instagram

How do I reach the right audience on social?

APAC Webinar: It's the eternal struggle of social media managers everywhere: deciding which platforms to focus on—and then defending those decisions to well-intentioned bosses who really think you need to get on "that TikTok thing."

We’re doing a deep dive into everything audience targeting. Our lineup of experts will share three distinct strategies you can use to reach the people that matter most to your business.

You’ll Discover How To:

Buddy up to boomers using Facebook and Pinterest
Reach B2B audiences on LinkedIn
Create a social storefront on Instagram

Retail has changed drastically since COVID. Your current and new customers are shopping very differently, with more researching and shopping online than ever before. How do you make sure you maintain your customer base, grow your business, and keep ahead of the competition?

Join our latest panel as Daniel Lean (APAC Manager, Customer Success at Hootsuite) welcomes experts from Talkwalker and Inside Retail to answer your retail marketing questions, dive into current market trends, and share best practices on using social listening tools to understand your customers and inform your social media strategy.

Connect with Customers Through Social Listening

If you're like a lot of the marketers we talk to, getting more customers on social media is your top goal right now. From getting leads using Instagram Stories to doing more with ads, 73% of the marketers we surveyed for our Social Trends 2021 Report are trying to lift leads, increase conversions, and close more sales this year.

In this webinar you’ll discover how to:
- Reach new customers and get more leads using the most popular content formats on top social platforms
- Boost direct sales by running effective paid social campaigns
- Help your sales team make new connections and close more deals using social selling

How Do I Get New Customers Using Social?

About this Webinar Series 
According to research by Hootsuite and Forrester, 78% of financial advisors are already taking advantage of social media to drive sales revenue. Why? Because it works:
 
- Social sellers outperform peers who don’t use social by 72%
- Teams that leverage social media see a 21 % increase in pipeline velocity
- There is 33% less churn from customers acquired via social selling
 
Part 2 - Scaling Your Social Selling Program
In this webinar Pershing's Head of Corporate Communications, Anthony Sicoli,  will walk us through the steps necessary to go from social novices, to experts, to superstars, as well as the learnings and challenges they faced when evolving their own social selling program.

Social selling in financial services is not a one-off project. When done right, it is a multi-stage, multi-year journey. Join this webinar to learn more. 
 
What You'll Learn
- How social selling can support advisors to increase customer lifetime value and deal size

- The people, processes, and technologies that are key to successful (and compliant) social selling programs

- How to build a multi-stage roadmap, regardless of where you are in your social selling journey

Everything Financial Services Needs to Know About Social Selling, Part 2

About this Webinar Series 
According to research by Hootsuite and Forrester, 78% of financial advisors are already taking advantage of social media to drive sales revenue. Why? Because it works:
 
- Social sellers outperform peers who don’t use social by 72%
- Teams that leverage social media see a 21 % increase in pipeline velocity
- There is 33% less churn from customers acquired via social selling
 
Part 1 - How to build a Social Selling Program 
In this session,  Scott Rogerson, CEO from UpContent—a content curation platform—and Hootsuite’s Business Value Consultant Davis Riar will define what social selling looks like across financial services organizations, and the tremendous value it can bring to your business. If you’re interested in exploring how social media can better service your bottom line, this webinar will provide that clarity.
 
What You'll Learn
- How social selling can support advisors to increase customer lifetime value and deal size

- The people, processes, and technologies that are key to successful (and compliant) social selling programs

- How to build a multi-stage roadmap, regardless of where you are in your social selling journey

Everything Financial Services Needs to Know About Social Selling, Part 1

Workshop #1: Build and Optimize your Instagram Strategy

APAC Customer Care Webinar Series, Webinar 1.   With the safety of in-person experiences still in flux, people are continuing to turn to digital platforms to connect with brands and organizations. And they’re primarily using the platforms they’re most comfortable with: social media, messaging apps, and SMS.  Join this webinar to learn how to use conversations on these platforms to build trust, add value and make your customers feel heard. You’ll leave with an understanding of how to use customer insights to develop world-class customer experiences through care that builds lasting connections.  What You’ll Learn: - Why customer care needs to be a core part of your marketing strategy - How to use customer insights to develop a world-class customer experience - How to get your leadership on board with using customer care to build lasting connections.

Conversational Experience: A New Era of Social Customer Care

Customer Care

Customer Data

Customer Experience

Marketing

Social Media

Social Media Marketing

Customer Engagement

Marketers

Customer Advocacy

Get powerful marketing insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which marketing strategies and techniques are driving customer and revenue growth.

The marketing community on BrightTALK is made up of thousands of engaged marketing professionals. Find relevant webinars and videos on marketing strategy, branding and more presented by recognized thought leaders. Join the conversation by participating in live webinars and round table discussions.

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Get powerful sales management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on the sales strategies that are generating record-breaking booking, revenue and retention numbers.

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Finance

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Conversational Experience: A New Era of Social Customer Care

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