We designed a course addressed to all the figures facing the online relationship with customers. The Digital Transformation process is defining new channels (touch points) through which reinforce the users’ loyalty towards a service or a brand.
This 8-hour workshop will provide an introduction to the most common form of CRM (direct message, faq, social apps, external tools) through practical tests and best practices.
Social Customer Care: From 1995 to the Future;
Main characteristics and terminology;
Caring: the consumer's behaviors;
Customer care online: a data driven approach;
Management and control tools: analysis, strategy and measurement
Metrics and KPI
Case history & Best Practices.
The course will follow this agenda:
9:30 - 10:00 Registration and welcome coffee
10.00 - 11.30 Frontal lessons
11.45 - 13.00 Frontal lessons
13:00 - 14:00 Lunch time
14.15 - 15.30 Frontal lessons
15.30 - 18.00 Workshop - "Social Media Customer Experience"