TOP PERFORMING BRANDSHear from 20+ Customer Service and Social Media Executives:

LOOK INSIDE to check out our top level social media and customer service speakers and business-focused agenda

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The 4th Annual Social Media for Customer Service Summit New YorkNovember 4–5 2014#CSMCS usefulsocialmedia.com/customerservice

INTEGRATE social into your customer service operation: Use the right infrastructure, touch points and cross-collaboration

CREATE a proactive and reactive support strategy to deliver hands-on service which is personalized, timely and useful

DEVELOP a seamless multichannel experience across your external support channels for a ‘single customer view’

ANALYZE and route customer feedback to the right place: Drive customer centric resolutions and real business evolution

PROVE the value of social support resolution: Discover the right KPIs and metrics for internal buy-in

> INTERACTIVE FORMATS Learn with new peer-to-peer best practice sharing formats. Case study examples, intimate roundtable discussions, panel debates and keynote presentations will ensure you leverage every opportunity to get answers to your biggest questions.

> NETWORKINGGet the most out of 16 hours of best practice and future strategy planning. During the networking time you will leave with valuable contacts and takeaway solutions which you can put into action.

> CORPORATE SETTING Join 200+ customer service and social media leaders over 2 days for high level business discussions among the most socially devoted companies in the USA. No evangelists or thought leaders just real life examples from real brands.

SEAMlESS SuPPORTBuild social into your service strategy to cut costs, prevent crises and get happier customers

“ Loved it, the focus was purely on social customer service with many great presenters. Can’t wait for next year’s conference!” Annette Hernandez, American Airlines

LIMITED PASSES LEFT!

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Two thirds of consumers think social media is a better way to communicate with companies than call centers (Institute of CS). Social media is changing the game for customer service, the voice of the customer is now more important than ever. With the increasing demand from customers to communicate via social media channels it is your responsibility to keep ahead and actively support customers in the channels of their choice.

Develop your social customer service strategy at this year’s Social Media for Customer Service Summit (Nov 4-5th, NYC). Award winning brands will join together to bring tangible best practices and answer all your difficult questions. 2014 promises to deliver the most senior line-up to date with vice presidents and directors from both customer service and social media teams.

Our experts will delve into crucial topics including;

> Internal: embed social media within your traditional operations and boost internal coordination to drive transparent and holistic communications

> External customer resolution: Create superior customer interactions with timely, personalized and helpful solutions that ensure your brand stands out

> Value your social support efforts: Truly understand the impact of social media as a support channel with KPIs tied to social sentiment, response, quality and more.

Guarantee your place amongst these leading experts and reserve your ticket to this sell-out event.

I look forward to seeing you in New York.

Hayley DunnVice President

Useful Social Media

hayley.dunn@usefulsocialmedia.com

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As social media continues to evolve, one thing remains constant when it comes to your businesses success; the ability to engage and support your customers

Why attend our customer service summit in New York?

Darden Restaurants

I’m armed with the information I need to begin a business case to build a customer care strategy for our brands

Verizon Wireless

Great line-up of different industries, great topics, good discussion

Whole Foods Market

It’s a great summit to talk to other brands about yours struggles, accomplishments and goals.

Pitney Bowes

Great opportunity to network with peers dealing with similar social support challenges

Nestle Waters North America

I thought it was a fantastic event with great information and great networking

Here’s a sample of some of the leading brands who attended in 2013:

Here’s what the attendees from 2013 had to say:

SuMMIT AGENDA USMDAY ONE

Register now to join your industry peers hereusefulsocialmedia.com/customerservice/register

Take social media beyond the marketing department: Integrate social media into your call center operations for a unified customer support experience

Social media offers fantastic opportunities for customer service agents to interact with customers in a new way. Yet while 70% of Marketing departments are actively involved in social media, only 19% of their Customer Service peers use social platforms in their role. That’s a considerable missed opportunity to improve your brand. We’ll show you how to grab it:

• Where does social media customer service reside? Develop the right internal infrastructure to allow for seamless coordination between many

departments, and across all Customer Service divisions/agents

• Map out the internal touch points for communication, to ensure issues are routed to the right person at the right time by defining responsibilities and workflows for all external customer touchpoints

• Break down the silos between departments to encourage cross-collaboration across marketing, PR, communications and customer insights to allow for a 360 degree view of your customer

Newegg.comSue Gilkey-MartinVice President, Customer Service

Amica Mutual Insurance Co.Lisa MeltonAssistant Vice President

Hyatt Hotels CorporationDaniel MoriartyDirector Digital Strategy & Activation

KEYNOTE

ConversocialJosh MarchCEO & Founder

PRESENTATION AND PANEl

DEBATE

Dollar Shave ClubJanet SongVice President, Member Services

Your customer can get in touch with you through a multitude of channels. Many of them are now choosing social channels – with 46% of customers now using it to vent their frustrations (American Express). The time has passed to decide whether to provide customer service over social. Now you must build social into a superior multichannel strategy and reap the rewards: resolution rates are much higher for those who do 83% vs 51% for those less advanced. (Aberdeen).

• Build a complex – and complete – customer profile: implement systems to synthesize information from customer history, engagement profile and social comments into one profile

• Skills to drive seamless customer service: Make Chat, Social, Email and Phone work together for better customer experience

• Build social data into traditional CRM systems for a deeper, more useful customer view that you can use to increase loyalty and satisfaction

Embed social into a truly multi-channel care strategy: Develop an integrated experience across your care channels for a seamless customer experience, and a ‘single customer view’

Wyndham Hotel GroupDiane BarrVice President, Customer Experience

Sprout SocialAndrew CaravellaVice President, Marketing

PRESENTATION BEST-PRAcTIcE

Leverage the power of customer feedback to drive a better business: Identify trends and opportunities from customer engagement – and use them to build customer loyalty

NissanAnne McGrawSenior Manager of Customer Experience

Time Warner CableCarter CalleDirector, Online Care Operations

According to a recent report, 3/4 of businesses don’t know what their customers are saying about them (Accenture). In the face of the rapid growth of social as a tool for Focus Group 2.0, this is a shocking lapse.

Social has allowed companies to mine for trends, opportunities and new business growth far more easily than ever before. The companies that leverage this tool will be better informed, directed and inspired in the years ahead.

In this session, you’ll learn how to mine and

translate rich information to increase innovation, productivity and customer satisfaction.

• Extract the signal from the noise: Find relevant social feedback to truly understand your customer’s needs

• Prioritize new opportunities for improvement across your support and broader business functions

• Systems and processes to ensure critical insights are fed back into the right teams and workflows – across the entire company

AspectKelly BurkeSenior Product Manager

SuMMIT AGENDA USMDAY ONE

Join 200+ social customer service executives with your summit passusefulsocialmedia.com/customerservice/register

Training to take your frontline support team to the next level: Empower your agents to use their personality in customer interactions - whilst maintaining brand voice

cASE STuDY

Support agents are at the forefront of your brand communications, and your most important resource in driving customer satisfaction. Their mistakes drive 89% of negative customer experiences. (Harris Interactive).

And yet too many businesses have not fully trained these teams on the power – and risk – of social media as a customer service tool. In this session you’ll learn how to create, educate and scale your support team on social for professional,

responsive and proactive communication.• Structures and processes to ensure roles,

responsibilities, specialists and key contacts are clearly mapped out across your care team for more efficient service delivery

• Educate your agents on the core skills needed to ensure they can speak for the brand – and understand the boundaries you’ve set to protect it

• How to scale your resources, manage expectations and adjust rapidly in times of change

Dunkin BrandsKari McHughDirector of Guest and Franchisee Relations

American AirlinesAnnette HernandezSocial Customer Experience Manager

SynthesioLoic MoisandCEO and Co-founder

PRESENTATION BEST-PRAcTIcE

Measuring the Bigger Picture: How social care ties into your company’s value proposition

In response to customer demand, there has been explosive growth in the number of companies who offer social customer service – or social care. Organizations who offer one or more social care channels face the daunting task of measuring the effectiveness of their social care function and, more importantly, the business contributions of social care to the larger organization. This presentation will examine a community forums model that can demonstrate multiple benefits to your organization

and will answer the following questions:• How do community forums serve the fundamental

purpose of customer service – solving customers’ issues effortlessly?

• How can community forums generate increased customer participation in your business?

• How can you demonstrate community forums’ contributions and impacts to your organization’s bottom line?

Hewlett-Packard CompanySiobhan FlaniganHP Consumer Support Forums Manager

Measure the value of social support: The Decisyon Perspective

DecisyonCosimo PalmisanoVP of Social CRM

PRESENTATION BEST-PRAcTIcE

Southwest AirlinesLisa AndersonDirector Social Business

According to J.D. Power and Associates (2013) one airline that has been getting social right consistently is Southwest Airlines. Southwest Airlines will share their recent changes with social media, how this is aligned and how customer service sits within their new social business model.

• Listening Center: Learn how to most efficiently listen, monitor and analyze your customers conversation for authentic, consistent and timely support

• The Social Business Model: Understand the process, operations and behind-the-scenes work to truly develop an integrated approach between your customer service team to marketing, communications and relations.

• Future Roadmap: Keep up-to-date with an ever-changing environment and understand what the future holds for social customer service going into 2015

The Southwest Evolution: Readjust your business socially for exceptional customer service

SuMMIT AGENDA USMDAY TwO

Register now to hear the latest in Social Customer Serviceusefulsocialmedia.com/customerservice/register

PRESENTATION BEST-PRAcTIcE

SpotifyChug AbramowitzGlobal Sr. Director, Online and Social Media Customer Support

Turn your customers into superfans and receive mentions like this “Shout out to @Spotify @SpotifyCares for having a kickass music service as well as awesome customer service.”

Creating strategies and processes to make WOWing customers part of your organization’s DNA

Surprise and Delight Customers with Spotify: How Spotify WOWs their customers during service engagements

Global Social Support: Enhance your brand reputation worldwide with the right infrastructure to support your different customers

Over the last year, there has been a 143% increase in brands using social to deliver customer service. That’s huge, but simply shows companies are taking the correct first step. Now, advanced brands must discover how to deliver social service on a global scale – to ensure opportunities driven by social are leveraged across all customer groups.

In this session learn from both Dell and KLM on their journey to global social support and how they have deepened relationships through better care.

Dell: • Many countries, one voice: Ensure that cultural

and language considerations do not splinter brand voice

• Learn how Dell operates in 14+ languages and overcomes cultural barriers to ensure an appropriate response to an international customer base

• Identify the right global infrastructure to appropriately co-ordinate international support teams

KLM:• Global Support, Local Voice – learn how KLM

manages service over 10 different languages across multiple platforms including FB and Twitter

• Gain a 360 degree view of your global customer with improved big data analysis for better social support.

• Issue, Resolve, Sell – understand the unique approach that KLM takes to turn a service issue into a commercial opportunity

DellNidhi PratapneniDirector, Social Media & Community, Global Client Support Organization

KLMRobertjan GroeneveldDeputy Social Media Hub Manager

PRESENTATION BEST-PRAcTIcE

Transforming Organizational KPIs Into Insights and Actions

In a recent research report released by Digital Roots and Execs In The Know, it was discovered that 78% of consumers felt that the customer service departments of today’s companies were generally not meeting their needs and expectations. This finding demonstrates a big opportunity for improvement. One way care organizations can better serve consumers is by ensuring that measured organizational KPIs are leading to insights, and those insights are transformed into actions that enhance the customer experience.

The goal of this session is to help organizations audit and understand what they are measuring and why, while also exploring how these measurements can have a direct impact on program performance, as well as consumers.

• Discover how social media program KPIs can be used to significantly impact how your customers experience your brand

• Learn how a whiteboard can be the perfect ally in auditing and/or developing a KPI reporting strategy

• Set measurement priorities and understand why it takes a total team effort to reach performance goals

Digital RootsJetson GospelDirector of Operations

General MotorsWhitney DrakeSocial Strategy

cASE STuDY

SuMMIT AGENDA USMDAY TwO

Register now to hear the latest in Social Customer Serviceusefulsocialmedia.com/customerservice/register

Social Listening to Drive Real-Time Response: Implement systems to collect and answer customer feedback in real-time

PANEl DIScuSSION

71% of today’s consumers who get a quick and effective response from brands via social media are likely to recommend that brand to peers.

The message is clear – rapid customer response will drive huge benefits to your brand. With such large rewards at stake, it is critical that you implement a well-thought out social listening strategy to identify complaints quickly – and respond to them fast.

In this session you will learn:• The Who and The Where: Profile your customer

in order to determine where to listen to your customers conversations

• Find the online conversations that matter most: Break through the noise to identify key trends across multiple channels

• Go beyond your @handle to monitor sentiment, conversation and issues arising from third party channels

ComcastJared SchultheisExecutive Director Digital Media Outreach & Executive Customer Relations

Hilton WorldwideVanessa Sain-DiéguezDirector, Social Media Planning & Integration

Hilton WorldwideKristy MyrickDirector, Guest Assistance & Customer Care

Capital One Carla Saavedra KochalskiManager of Social Media Listening and Care

Triage to react faster and more efficiently to customer complaints: Turn a risk into an opportunity

PRESENTATION AND PANEl

DEBATE

40% of unresolved complaints through social media result in a follow up phone call. Ensure you leverage the savings social customer service delivery offers, it’s vital you resolve all the complaints you can – as quickly as possible.

In this session, discover how you can avoid increasing numbers of calls with a strategy to defuse high-pressure conversations into happy customers in real time.

• Define your prioritization and escalation strategy for different categories of complaint – and customer

• Escalate and route issues to the right expert to deliver a more responsive and effective service

• Threat Identification: Quickly identify comments and complaints that could become a PR nightmare, and learn tactics to diffuse volatile situations effectively

TradeKingRocco SabinoPrincipal, Social Media and Content

TradeKingMatt WestonVice President, Client Services and Brokerage Operations

T-MobileMark DavisVice President of Customer Service

Shift from Reactive to Proactive customer service: Boost long-term customer satisfaction, brand reputation and differentiate yourself from competitors

PANEl DIScuSSION

Moving from reactive to proactive customer service drives real results. A recent study by Enkata found that pre-emptive service can reduce call volumes by as much as 30 percent, while increasing customer retention rates by 3 to 5 percent.

In this session you will hear how to create a strategy that enables you to get on the front foot – and reach out to customers to solve problems before they become complaints.

• Coordinate both reactive and proactive support communications to ensure solutions are on time

• Humanize your customer support and adapt to different customers’ needs whilst maintaining your brand voice

• Go above and beyond your customers’ expectations with surprise and delight tactics

Sparkcentral Matt FinneranCo-Founder

Microsoft MobileSean ValderasSocial Care Manager, Global English

Verizon WirelessJohn KnightSocial Customer Service Operations

U-HaulToni JonesSocial Media Director

Whole Foods Market Nikki NewmanSocial Media Community Moderator, Associate Team Leader

Whether you’re looking for increased brand awareness, thought leadership or new business, the Social Media Summit for Customer Service Summit New York gives you the access you need.

By putting your brand in front of 200+ senior members of the customer service community, we provide the best possible platform to create an impact with your target audience

Business Opportunities for Solution Providers

CEO 12%VP 19%Director 26%Manager 30%Other 21%

Corporate 74%Vendor 21%Other 5%

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Three Key Facts• Strengthen your reputation as thought leaders in the social

media space at the leading summit in the US

• Maintain and build relationships with your key accounts and meet potential new clients – over 400 social media heads in the room!

• Demonstrate market innovation & leadership by launching new services, products and systems

Opportunities available include:• Takeaspeakingaslotandaddressaroomfullofsenior-level

executives

• Showoffyourlatestproductandservicesinourexhibitionhall

• Buildyourbrandwithexclusivepromotionalopportunities

Contact Aaron Jackson at: Email aaron@usefulsocialmedia.com or call +44 (0) 207 375 7244

Seniority of attendees:

Type of company:

Dave Evans VP, Social Strategy Lithium Technologies

“ I’ve participated in the Useful Social Media events for two years running and found them to be well run, insightful and very valuable. I’ve had the opportunity to speak at these events and have been able to build our business as a direct result. I highly recommend these events for any Marketing or Customer Care professional interested in social technology”

Shazam Entertainment

“ Very Informative, I learnt something from everyone”

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TERMS & CONDITIONS Places are transferable without any charge. Cancellations after 5 September 2014 incur an administrative charge of 25%. If you cancel your registration after 3 October 2014 we will be obliged to charge the full fee. Please note – you must notify Useful Social Media in writing of a cancellation, or we will be obliged to charge the full fee. The organizers reserve the right to make changes to the programme without notice. All prices displayed are exclusive of VAT unless otherwise stated, but VAT will be charged, where applicable, at the prevailing rate on the invoice date and the relevant details will appear on the invoice. NB: FULL PAYMENT MUST BE RECEIVED BEFORE THE EVENT

ALL PASSES INCLuDE:

Access to all sessions,

lunches + drinks reception

+ Top level report+ Access to presentation slides

post-conference+ MP3s of every session

at the conference

Corporate Standard

Corporate Premium

Corporate Diamond

+ Access to presentation slides post-conference

+ MP3s of every session at the conference

I work for a brand / corporate

Standard Price $2695 $1895$2095

Standard Price $3395 $2595$2795

I work for an agency / solution provider

The Social Media for Customer Service Summit November 4–5, 2014 The New Yorker Hotel, NYCREGISTER NOW

utilizing the Power of Social Media to Preserve and Enhance Your Company’s Reputation Report• Build your company’s reputation - with

detailed insight from social media and communication experts you’ll receive proven tools and methods to build a reputation that will enhance your credibility and trust in the industry

• Create a strategy that works both now and in the future - With detailed reflections on social media and how it affects corporations plus insight into the critical issues that lie ahead, you can create the strategy that works for you now and in the future

• Be prepared - you will receive detailed case studies of how companies have responded to social media trends,

giving you the ‘do’s and don’ts’

for your company• Discover how to respond if a crisis

hits - you’ll receive insight into the many different strategies that both company’s and NGOs use when using social media

• Safeguard your share price by discovering strategic communication methods that will help identify potential threats and avoid crises from escalating

• Save money and time - this document has taken months and a lot of £££s to research, meaning you don’t have to.

Purchase your DIAMOND PASS and get access to the latest top level report which will provide 62 pages of data and analysis

CALL US

+1 800 814 34 59EMAIL US:

register@usefulsocialmedia.comONLINE:

usefulsocialmedia.com/customerservice

HOW COMPANIES RESPOND TO CONSUMERS AND ACTIVISTS IN A CRISISJuly 2012 Ethical Corporation

COMMUNICATIONS,CAMPAIGNS AND SOCIALMEDIA

PLUS

3 ways to register

Jennifer Luddy, Express Scripts

“ Great content from major brands, that provide insightful and actionable information”

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The 4th Annual Social Media for Customer Service Summit New YorkNovember 4–5 2014#CSMCS usefulsocialmedia.com/customerservice

Hilton WorldwideKristy MyrickDirector, Guest Assistance & Customer Care

“ Hilton Worldwide wows guests with its social customer service” (Smartblogs)

Hilton WorldwideVanessa Sain-DiéguezDirector, Social Media Planning & Integration

“ Hilton’s engagement with a customer really came out of a genuine mission to help people regardless of influence” (Social Media Today’)

Newegg.comSue Gilkey-MartinVice President, Customer Service

“ Newegg demonstrates that they value their fans’ opinions” (Social Media Explorer)

Amica Mutual Insurance Co.Lisa MeltonAssistant Vice President

“ Amica honored for customer service on the 2014 customer service champions list” (J.D. Associates)

Dunkin BrandsKari McHughDirector of Guest and Franchisee Relations

“ Dunkin’ Donuts Uses Social Media to Improve Customer Relationships and Experiences” (Brian Solis)

Hyatt Hotels CorporationDaniel MoriartyDirector Digital Strategy & Activation

“ 6th Annual Shorty Industry Awards Finalist for Best Use of Social Media for Customer Service” (Shorty Awards)

NissanAnne McGrawSenior Manager of Customer Experience

“ Nissan’s quick reaction and ability to appreciate someone’s sense of humor” (Digiday)

American AirlinesAnnette HernandezSocial Customer Experience Manager

“ Amazing customer service and great use of Twitter to help a customer with a real issue in real time” (Digiday)

Microsoft MobileMarc SchwartzDirector Community and Social Support

“ Best Branded Real-Time Response to a Major Event or Cultural Phenomenon” (Adweek)

Dollar Shave ClubJanet SongVice President, Member Services

“ Dollar Shave Club takes social member support to a personal level. The brand interacts with every post and message” (Conversocial)

ComcastJared SchultheisExecutive Director Digital Media Outreach & Executive Customer Relations

“ Voted Top brand to deliver awesome customer service via Twitter” (Social Media Examiner)

T-MobileMark DavisVice President of Customer Service

“ T-Mobile voted most socially devoted brand in US” (Social Bakers)

Hear from the top performing brands in social customer service including:

SEAMlESS SuPPORTBuild social into your service strategy to cut costs, prevent crises and get happier customers

KLMRobertjan GroeneveldDeputy Social Media Hub Manager

“ KLM nails social customer care” (econsultancy)

* Best Practice from the Netherlands

Southwest AirlinesLisa AndersonDirector Social Business

“ Southwest Airlines Named To Fortune’s 2014 List Of World’s Most Admired Companies” (Fortune Rankings)

DellNidhi PratapneniDirector, Social Media & Community, Global Client Support Organization

“ Dell ranked amongst top brands using social media smartly to address customer service issue” (Social Customer Engagement Index)

TradeKingMatt WestonVice President, Client Services and Brokerage Operations

“ TradeKing ranked #1 in customer service and given a 5 out of 5 rating” (SmartMoney 2010-12)

PLUS+ TOPPERFORMING

BRANDS