Horsham, PA, November 3, 2009 – At the Frost & Sullivan 5th Annual Customer Contact 2009, West Executive MindXchange, Telerx, a leader in customer care, led an interactive workshop entitled A Brave New World: Emerging Customer Relationships in Social Media. During the workshop, Diana Helfinstine, SVP Operations at Telerx explored the various models that Fortune 1000 companies have used to enter into this fast growing space and how they have overcome their fear of online engagement, particularly in regulated environments. Workshop participants discussed how leaders can use this channel to increase loyalty and drive value for their organizations.
“More and more today, customers who are active in the social media community are less likely to reach out directly to a company to share their product experience, and more likely to broadcast their comments,” said Helfinstine. “Companies who are prepared to meet the expectations of this new demographic can develop new relationships and build brand loyalty.”
Key take-aways for workshop participants included: best practices associated with building online relationships; tools and methods to support this channel; and how to leverage direct and indirect consumer feedback to create meaningful insights across the organization.
About Telerx:
Headquartered in Horsham, Pa., Telerx is a strategic outsource partner that provides world class customer care. By focusing on innovation and insights, Telerx helps leading Fortune 1000 companies build brand loyalty and achieve bottom line results. For more information, visit www.telerx.com or call 1-800-2-TELERX.
