How online and offline experiences are two faces of social media support

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Winning at Social Customer Care

These days, customer experience is everything – because it can all end up on social media. But what exactly does customer experience entail, and why should social media professionals care about offline experiences?

In this session,

We’ll look at fun, real-life examples of great (and not-so-great) offline and online experiences
Learn what causes people to share their experiences on social media
Learn how to handle it when they do

You’ll leave the session understanding why customer experience is a critical piece of everyone's job.

Speakers in this webinar

Dan Gingiss

Senior Director (Social Media at McDonald’s), Author

Dan Gingiss has been responsible for social media, digital marketing, and customer experience at several Fortune 300 brands over the last 20 years. Named one of ‘The 30 Most Influential People in Social Customer Service’ by Conversocial, Dan resides in Chicago with his family and is an avid Cubs fan. You can find him on Twitter at @dgingiss.

Alan Berkson

Director of Community Outreach

Alan Berkson has provided top-tier service to companies from one-person firms to enterprise-level corporations—across Wall Street, the United Nations and Main Street—by wielding his own brand of non-traditional business strategy over twenty-five years of entrepreneurial experience. Named one of The Top 100 Most Social Customer Service Pros On Twitter by The Huffington Post, you can follow Alan on Twitter at @berkson0