I suggest forwarding to minute 8:16 and beginning with Shayna Beck’s introduction. I speak after that from minutes 10-16, and then we go back and forth from there with a panel discussion.

Even in an era with heightened customer expectations and a sense that brands are increasingly pressured to answer almost instantaneously, a number of brands are excelling in customer service. A number of those organizations, whether in regulated industries or within areas rather reliant upon the free flow of information, are reinforcing customer experiences with digital and social media.

Customer service standouts that apply to multiple industries and audience needs were discussed in November’s Social Media Leadership Awards Customer Experience Management session led by speakers Ted Rubin, Chief Social Media Marketing Officer of Collective Bias, Shayna Beck, Retail Marketing and Social Media of The Vanguard Group, Inc., and Michael Lewis, Chairman and CEO of ILD Corp., Author, and Chairman of Social Strategy1. Listen in as the speakers address how organizations can define and pursue conditions for success that compliment social-business goals.
Our customer experience management speakers share how companies are staying a cut above competitors and boosting customer loyalty that improves organization-wide results. Althought there isn’t one single tactic, there are ways to synchronize mission with message and still achieve top and bottom line results.

The Social Media Leadership Awards recognizes best practices and in social media to overcome a challenge in multiple business uses. Entries are evaluated by a panel comprised of global business and social media and academic leaders. Champions are chosen based on innovation and success in the use of social media to solve organizational challenges. Champions will receive repeated global exposure through Knowledge@Wharton and OfficeArrow’s online publications and channels reaching millions.The Social Media Leadership Awards is brought to you by Knowledge@WhartonSocial Strategy1 and Office Arrow, with support from Ernst & Young.The inaugural Social Media Leadership Awards ceremony was held November 8, 2012 at Jon M Huntsman Hall, The Wharton School, Philadelphia, PA. Finalists were invited to attend this exclusive two day event to share best practices.

Best practices that demonstrated innovation in the use of social media to overcome an organizational challenge were shared with all in attendance. By demand, we are proudly increasing the number of categories in 2013. Have interest in sponsoring one or more of the award categories? Visit sponsorship  to have first pick!

  • SMB or Large Enterprise – Organizations will be classified into appropriate division
  • Objective Achievement – How well was your company able to meet the set objective?
  • Weight of Strategy – How integral was the strategy in delivering the final results your company experienced?
  • Novelty of Strategy – What makes your strategy original, thus differentiating your strategy from competitors?
  • Performance Measurement – Quantify how your strategy was able to achieve or surpass desired results.

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