Last week, we brought together Ogilvy and the UK’s leading British travel providers to discuss Social Customer Service for our webinar, The Social Barometer.
Companies have pursued social media monitoring for years in an attempt to glean data from conversations online, but many businesses still don't realise the huge wealth of consumer insight to be unlocked through social customer service. Engaging with customers is the only way to untap actionable business insight.
During the webinar we explored the opportunities out there on the social barometer, and demonstrated how high-speed public channels have become the first place to look for emerging customer issues. Ogilvy’s Evan Shumeyko, Greater Anglia's Paul Bentley and First Great Western's Joanna Coverley joined Joshua March to discuss:
- What are customers actually sharing on social platforms?
- How can social customer service teams support insight?
- How are companies making real business changes based on social feedback?
In the UK, the travel industry is one of the most fast-moving when it comes to actioning customer insight. Our great panellists from two of the UK's biggest train companies also spoke about how they use real-time Twitter feedback to shape their service.