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Guest Post by Elana Winchester, Online Marketing Manager, IQPC, North America

For organizations across the United States and beyond, the future of customer care is clear: you will need social media in your strategy!

You have already begun using social media as a marketing and brand management tool. Maybe you have dipped your toes into using social media for customer care. You recognize that using social media for customer care allows you a unique opportunity to interface with customers on both a very personal, intimate level and to solidify overall brand loyalty due to the public nature of the interaction. However, the dilemma remains: you, like many other companies, are struggling with how to use social media to deliver customer care and deliver it well.

Companies already have many of the necessary resources at their disposal to deliver customer care via their social channels; it is just a matter of leveraging and expanding those resources to deliver care in a consistent, efficient, tailored manner.

At the Social Media for Customer Care Summit*, you will have the opportunity to learn from experts about:

  • Making the business case for using social media for customer care to get buy-in from internal influencers and decision-makers
  • Developing strategies for adoption that leverage existing resources, drive internal cultural change and ensure sure you are not getting in over your head
  • Turning the risks of engaging with customers via social media into opportunities for developing a consistent brand voice
  • Addressing the persistent challenge of using social media well

To see what we have planned at the Social Media for Customer Care Summit, take a look at our conference brochure. Check out our speakers from Nokia., StubHub and Intel and see more in our conference agenda.

For questions, email or call 1-800-882-8684.
Register by Friday, December 20, 2013 and save up to $300!

 *Disclosure: MetricNet is an official media partner for the event “Social Media for Customer Care Summit”.

Jeffrey Rumburg

Jeff Rumburg is a co-founder and Managing Partner of MetricNet, where he is responsible for global strategy, product development, and financial operations for the company. As a leading expert in benchmarking and re-engineering, Mr. Rumburg authored a best selling book on benchmarking, and has been retained as a benchmarking expert by such well known companies as American Express, Hewlett-Packard, General Motors, IBM, and Sony. Mr. Rumburg was honored in 2014 by receiving the Ron Muns Lifetime Achievement Award for his contributions to the IT Service and Support industry. Prior to co-founding MetricNet, Mr. Rumburg was president and founder of The Verity Group, an international management consulting firm specializing in IT benchmarking. While at Verity, Mr. Rumburg launched a number of syndicated benchmarking services that provided low cost benchmarks to more than 1,000 corporations worldwide. Mr. Rumburg has also held a number of executive positions at META Group, and Gartner. As a vice president at Gartner, Mr. Rumburg led a project team that reengineered Gartner’s global benchmarking product suite. And as vice president at META Group, Mr. Rumburg’s career was focused on business and product development for IT benchmarking. Mr. Rumburg’s education includes an M.B.A. from the Harvard Business School, an M.S. magna cum laude in Operations Research from Stanford University, and a B.S. magna cum laude in Mechanical Engineering. He is author of A Hands-On Guide to Competitive Benchmarking: The Path to Continuous Quality and Productivity Improvement, and has taught graduate-level engineering and business courses.

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