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Turning Social Care Into Unforgettable Customer Experiences

Posted Under: Social Pros Podcast
Hosted By
10XMarketing

Daniel Lemin

Convince & Convert
10XMarketing

Hannah Tooker

LaneTerralever
10XMarketing

Leanna Pham

Convince & Convert
About Social Pros Podcast:

Social Pros is one of the longest-running marketing podcasts in existence (10 YEARS and counting), and was recently recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.

Our purpose? Making sure that we speak to real people doing real work in social media.

Listeners get inside stories and behind-the-scenes secrets about how teams at companies like Google, Reddit, Glossier, Zillow, Lyft, Marvel, and dozens more, staff, operate, and measure their social media programs.  With 600+ episodes, the Social Pros Podcast brings the humanity of social media to the forefront, while providing incredibly useful marketing strategies that listeners can immediately implement.

Follow Social Pros on LinkedIn.

To inquire about becoming a guest or show sponsor, please email our Executive Producer, Leanna Pham, at leanna@convinceandconvert.com.

Apple Podcast Reviews:

The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!

@Arlie K

This is absolutely an awesome listen for anyone in communications or social media!!

@Will31C

This podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!

@Simonstone95

Love the podcast - informative, in depth and spot on for any business size.

@MissTriathlon

Turning Frustrations into Fandom The social media game isn’t what it used to be a few years ago. Social care has taken more of a front seat, and it deserves a closer look. This week’s guest, Ken Madrigal, Senior Director, Unified-CXM Best Practices Group, takes us on a deep dive into what social care is […]

Turning Frustrations into Fandom

The social media game isn’t what it used to be a few years ago. Social care has taken more of a front seat, and it deserves a closer look.

This week’s guest, Ken Madrigal, Senior Director, Unified-CXM Best Practices Group, takes us on a deep dive into what social care is and why it’s such an important consideration for brands today. He talks about the importance of viewing customers as humans and forming connections that go beyond simply quick responses.

Ken also points out that social media, be it marketing or social care, is all about weaving experiences and, in turn, those experiences end up elevating the brand.

In This Episode:

  • 06:22 Ken tells us a little bit about his role at both Verizon and Sprinklr
  • 08:41 How to create a personalized experience for customers
  • 11:35 The evolution of social care
  • 15:38 Where companies should strive to be with their social care
  • 18:40 Ken shares a cross-section of the social care process at Verizon and Sprinklr
  • 22:28 The best way to align different teams in terms of social care
  • 26:59 How to prep social care teams to deliver service and guard their mental health
  • 31:46 The part that empathy plays in marketing
  • 34:22 How smaller teams can take their customer experience game to the next level
  • 39:17 Ken’s advice for anyone looking to become a Social Pro

Quotes From This Episode:

Social care doesn’t just involve chasing a fix-it moment then moving on to the next problem, you're actually chasing a brand moment Click To Tweet

“I think the thing about brands is that they forget that the power of social isn’t to turn issues into a chat, it’s to share experiences.” @KennethMad

“Don’t think about social care just in terms of response, you have to scale the value that’s there.” @KennethMad

Resources:

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