Fails and Successes; Ignore at your peril

Keynote Main Theatre 22nd March 2017 10.15am - 10.50am

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Fin Wycherley

Fin Wycherley delivers one of our two keynote addresses at this event focused on social media:

Man Finds Dead Worm In His Cucumber, Tesco’s Response Is Brilliant

It has taken the marketing world by storm. More marketers are doing social media, and will create and distribute more content over the next 12 months, than ever before in history. But sadly, most marketers aren’t adequately prepared for the avalanche of destruction that can happen without a well-articulated strategy around negative comments, outstanding customer service and crisis communications online.

For example, 80% of businesses say they deliver exceptional customer service. Yet only 8% of their customers agree. And an astonishing 1/3 of customer complaints go unanswered on social media and on review sites like TripAdvisor. Haters are not your problem. Ignoring them is.

Fin Wycherley, founder of Supersize Media, will show some hilarious examples of social media #fails and successes in online customer service, and how you can actually turn haters into brand advocates with a few mindset and strategic marketing shifts.