SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

TOP TEN TAKE AWAYS – USEFUL SOCIAL MEDIA CONFERENCE

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

1. Make ordinary moments, extraordinary

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

2. Marketing started the game, but customer service will win it for the brand.

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

3. Have an escalation procedure in place before a crisis happens

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

4. Focus on your customer’s time, not the rep’s handle time

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

5. 32% of brands have a dedicated support handle

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

6. Provide in channel

resolution, not

deflection

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

7. Approach social media like a friend,

not a company

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

8. Collaboration between teams is

imperative to supporting customers

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

9. Online, acknowledging the customer’s issue is the best thing

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

10. Thank you

SPARKCENTRAL – PROPRIETARY AND CONFIDENTIAL

Matthew Finneran | @mattfinneran| @sparkcentralHQ