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Social Media and the Customer Journey: Highlights from CSMNY 2015

Taylre Duarte
By Taylre Duarte on Jun 23, 2015 8:17:00 AM

Conversocial was proud to once again sponsor last week’s Corporate Social Media Summit (CSMNY), which took place in New York on June 14-15. The event brought together top industry leaders in social media strategy, across customer service, marketing and sales. While there were many different viewpoints expressed, everyone was in agreement on one important fact: the customer, not any particular business operation or department, owns social.

On the first day, Conversocial CEO Joshua March took part in one of the opening keynote panels alongside MTV and The Economist, addressing social media and the customer journey. The idea of a 360 degree view of the customer was a constant theme, and we discussed how different organizations are working to achieve this and the wider omnichannel experience.

Social Media and the Customer Journey: Highlights from CSMNY 2015

Some Twitter highlights included:

The conference also saw the first ever Corporate Social Media Awards, which awarded best in class for 5 categories: Best Social Media Campaign, Best Social Customer Care, Social Agency of the Year, Most Innovative Use of Social Media, and People’s Choice for Social Media Leader of the Year.

It was especially exciting to see Conversocial customer Dollar Shave Club win the award for best social customer care in an extremely competitive and well represented category. “Having perhaps, the longest list of nominees, this category was one of the hardest to choose from. The judges were looking for a company that’s gone above and beyond in their support of customers on social media. The winner has delivered a first-class approach to managing all kinds of customer complaints and queries” said Nick Johnson, Founder of the Incite Group.

Social Media and the Customer Journey: Highlights from CSMNY 2015

Speaking after the Awards ceremony, Janet Song, Senior Vice President of Member Services said, "We are thrilled and humbled to win the Corporate Social Media Award for Best Customer Care and to be recognized for our work in the company of such outstanding brands."

"At Dollar Shave Club, we strive to provide first class service as well as create brand experiences for our members. Our high-touch social strategy is led by forward thinking team members, and this award is an acknowledgement of how passionate we are about our customers."

There was a lot covered over the course of the two days, but for me the key takeaways boil down into just 4 points:

  1. Your customers are already on Social and talking to you - meet them in the channel where they want to be met. Those that don’t will be quickly left behind.
  2. The power of social media is truly incredible. It’s a 24/7 focus group of your customers and can be used to make real and impactful changes for your customers.  
  3. Social should not be a niche thing that an organization does. Social should be engrained in the underlying foundation and culture of your organization.
  4. Put the customer at the center of all you do!

Thanks to the all the speakers and attendees of this year’s Summit for making the content stimulating and impactful. We can’t wait for the next one!

To see all tweets from the event, search #CSMNY on Twitter.

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