Highlights From The Customer Care For The Connected Consumer Conference


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Last week, I was extremely fortunate to have attended Chad McDaniel’s Execs In The Know Conference in Bonita Springs, Florida. The weather was excellent and the content was amazing. We started with a visit to Sony’s Customer Experience Center. The Sony associates we met at each step of the tour were enthusiastic, knowledgeable and extremely welcoming.

The keynote addresses from both Scott Monty of Ford Motor Company and Anne McGraw of Nissan were both thoughtful and thought-provoking. During the conference, Chad’s 2012 Customer Experience Management Benchmark Study was released. One of the findings received a great deal of attention and created discussion: Forty-nine percent of the participating companies said the traffic to their traditional channels (phone and email) had increased over the last year, reinforcing the need to heavily support those channels in addition to investing in social media and mobile communications.

I have provided a recap of the tweets that were sent during the conference. There are some great nuggets of information. Enjoy the read!

First time at #crsummit – @ExecsInTheKnow puts on a fab conf: valuable learnings, honest experiences and high level “nice” execs

#crsummit – panelist says when there is an empty chair in the room – they say “what would the customer say about that”

#crsummit 1 panelist aver cost $2 handle chat $2, $7 for phone and $30 for a social media trans (however #sm might be viewed by millions)

#crsummit – pro-active #sm works when it’s timed right and of value to the customer

#crsummit – when companies show that they care – customers are more apt to want to interact via the phone – that’s a good thing!

“Let’s talk to our customers the way they want to talk to us” Brilliant @abmcgraw You are right on! #CRSummit #custserv #cx @ExecsInTheKnow

#crsummit – #sm allows you to find dissatisfied users & turn them into lifetime customers – Anne McGraw, Nissan

#crsummit 23% of Facebook users check their page an average of 5 times a day Anne McGraw – Nissan

#crsummit many people like to use chat vs phone @ work so their bosses don’t know they are using their computer 4 personal use

Only half of companies listen and proactively respond to social media #crsummit

Mobile display ad spending expected to grow 180% in 2013 #crsummit

#crsummit Charlie Ciaramitarto from @FedEx says in emerging mkts people may never see a pc – they will only know/use smart phones.

Listening to @ScottMonty talk about trust and business at #crsummit We trust people not brands as Edelman trust index shows. I trust Scott!

Nice mention by @ScottMonty for @getLittleBird, a tool for influencer discovery founded by @marshallk. #CRSummit

Everybody is now in Customer Care, marketing and even PR @ScottMonty #crsummit

#crsummit Scott Monty from #ford says 24 hr response time for #sm is not acceptable

#crsummit interest stats – 49% of #benchmark co’s say their traffic 4 traditional channels has increased over the last year

Republished with author's permission from original post.

Richard Shapiro
Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business was released February, 2016.


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