October 4, 2016
Customer service teams are stepping up their engagement efforts online, and feedback across the organic search channel requires the same level of focus, dedication, and strategy required of teams already responding to customers across social media and other online engagement channels. Attendees will learn everything they need to know to develop a proactive customer engagement strategy for organic search to help deliver increased ROI to their organizations.
- Takeaway 1: How to discover untapped customer engagement channels and triage customer feedback to expedite resolutions
- Takeaway 2: How to delegate engagement efforts to pre-existing online customer service teams, and how to connect social media and organic search practices
- Takeaway 3: Feedback initiatives to improve customer feedback to provide enhanced data to your analytics teams
Sean Guillory, Ph. D., Data Scientist, ConsumerAffairs
As the son of two military parents, Dr. Sean Guillory (Ph.D., Dartmouth College) has been trained to pick up and go when opportunity strikes. After having the opportunities to map brain functions in neurosurgery patients and helping to run a humanitarian-focused business incubator, Sean was given the wonderful opportunity to be ConsumerAffairs first data scientist. Sean plays a heavy role in research on consumer needs and behaviors at ConsumerAffairs, and his recent studies on consumers and reviews has helped shed light on ways brands can improve their customer engagement strategy in organic search.
Danica Jones, Marketing Manager, ConsumerAffairs
Danica Jones is a digital marketing specialist with an extensive background in social media engagement, brand reputation, and digital marketing strategy. Over 12 years of experience and early adoption across multiple social media platforms has helped her tap into social media culture and identify ways to build rapport effectively. Prior to joining ConsumerAffairs as Marketing Manager, she served as a Digital Marketing Strategist, Director of Social Media, and marketing consultant for brands of all sizes. Areas of expertise include reputation marketing strategy, best practices for customer engagement, and understanding how to analyze customer feedback to make smart decisions.