SOCAP International

Online Learning


Upcoming Online Learning Opportunities

SOCAP Online Course: Social Media Monitoring and Community Management

December 05 - 12 , 2017
Social Networks

Description

Register now for this two-part SOCAP Online Course on:
  • Part 1: Tuesday, December 5 (2-3pm ET)
  • Part 2: Tuesday, December 12 (2-3pm ET)

Please note: In order to receive a certificate of completion, you must attend all live sessions, complete a course evaluation and pass a short assessment.

In this two-part series, PepsiCo and The Hershey Company will help customer care professionals:

  • Learn the fundamentals of social media monitoring and explore appropriate tools and strategies needed for effective social listening and measurement.
  • Learn the importance of building relationships with your consumers and growing brand love.

Registration Rates:

  • SOCAP Member: $170
  • Non-Member: $240

register

Part 1 - Social Media Listening & Measurement

Maria Burn, Consumer Relations Digital Analyst, PepsiCo, Inc.

Learn the fundamentals of social media monitoring and explore appropriate tools and strategies needed for effective social listening and measurement. 

In this session, participants will learn more about:

    • Tools for monitoring and selection of social listening and measurement platforms (HootSuite, Radian 6, etc.)
    • Understanding and utilizing sentiment, volume, sources, and insights from social conversation
    • How to align marketing goals with social media opportunities
    • Techniques for listening, monitoring, research & analysis of social media initiatives
    • Tools and resources - free and paid
    • Best practices and possible case studies and real-life examples

Part 2 - Building Relationships Through Community Management

Amanda McCullough, Social Media Specialist, The Hershey Company
Stephanie Seber, Social Media Specialist, The Hershey Company


Learn the importance of building relationships with your consumers and growing brand love.

Building Relationships with Consumers

  • Understanding the importance of brand tone of voice on social, as shown through Hershey’s social strategy examples
  • Surprising & delighting fans as an opportunity to build fan loyalty and positive experiences
  • Building excitement for Hershey’s Chocolate World visitors by responding to Facebook Reviews and online inquiries in real-time 

Turning a negative into a win

  • How Reese’s took an innovative approach to conquering fake news
  • How Hershey handles topics around allergens and other sensitive issues
  • Going above & beyond for the consumer and reimbursing on social media

Speakers:

Maria BurnMaria Burn, Consumer Relations Digital Analyst, PepsiCo, Inc.
Maria Burn is a trilingual (Spanish, English, Portuguese) digital marketing professional. She is currently, working as a Consumer Relations Digital Analyst for PepsiCo, Inc. specializing in Social Media Listening and Analytics. Prior to joining PepsiCo, Maria worked as a Social Listening Analyst at the Walt Disney World Company. While at Disney, her role involved utilizing various listening tools to gather social media data for reporting and gaining insights about the latest trends in social conversation. She is a relationship builder, leader, and innovator. Maria has a passion for multiculturalism and a deep understanding of how consumers use and engage across social media platforms.

Amanda McCulloughAmanda McCullough, Social Media Specialist, The Hershey Company
Amanda McCullough is a Social Media Specialist at The Hershey Company. She represents the Hershey megabrand on social and loves building connections with Hershey’s loyal consumers and learning how they incorporate Hershey products into family traditions.  She also enjoys working with our brand teams to create excitement around our new product launches.



Stephanie SeberStephanie Seber, Social Media Specialist, The Hershey Company
Stephanie Seber is a Social Media Specialist on the Consumer Relations team at The Hershey Company. Her proudest social media moment was when her responses to consumers during the Reese’s fake news story were featured on BuzzFeed. Close second would be when Chrissy Teigen liked one of her social posts.


On-Demand Online Learning Opportunities

Click Here for Online Courses to Take at Your Own Pace Including:

  • Core Contact Center Management for Customer Care Professionals
  • SOCAP and WOMMA's Social Customer Care Certificate Program
  • Live Chat with Customers: How to Do it Right
  • Tools for Basic Reporting
  • Creating and Executing Customer Experience Strategies for Any Business
  • Training Now! Best Practices for Updating Your Training for Faster Learning
  • Elements of Effective Customer Engagement
  • How to Write to Customers in Your Company's Brand Voice
  • How to Manage Voice of the Customer, Quality and Team/Agent Performance
  • Forecasting, Staffing and Scheduling
  • Small Win Coaching - How to Change Behavior in 1 Day While Strengthening the Agent-Supervisor Bond
For webinar recordings and more resources in the SOCAP Learning Portal, click here.