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Wednesday, September 17 • 11:45am - 12:45pm
Customer Service is the New Marketing: Measuring and Turning Satisfaction into ROI

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With today’s customers actively engaging in social media, the world of marketing and customer service has fundamentally changed. Customers control the conversation and are making it quite clear that the service you provide can no longer be an unsatisfactory or merely an acceptable experience.  They have shown that due to bad service, they are quite willing to change and will let their friends, family, and fans know about it.  Organizations must move customer service from an afterthought to a key initiative.  Only when customer service is put at the heart of marketing will you reach your marketing and revenue objectives.

Brought to you by SAP

Audience Moderator
HL

Hansen Lieu

Director, Product & Solutions Marketing, SAP
Hansen Lieu is a Director of Product & Solutions Marketing at SAP. He has over 22 years of experiences in the software industry, from development, implementation, product management, and marketing. In the last 13 years, he has been focusing on mobility, CRM, and particularly solutions for customer service. In his current role, Hansen is responsible for thought leadership, social media marketing, go-to-market strategy, and execution on the... Read More →

Speakers
avatar for Dan Gingiss

Dan Gingiss

Head of Digital Customer Experience & Social Care, Discover Financial Services
Dan is the head of Digital Customer Experience and Social Care at Discover Card. In this role, he oversees the design and development of the company’s flagship website, Discover.com; leads the company’s social media servicing strategy; and is responsible for the customer experience and Voice of the Customer across web and mobile. | | A passionate proponent of amazing customer experiences and outstanding customer service (and a... Read More →
avatar for Shep Hyken, CSP, CPAE

Shep Hyken, CSP, CPAE

Chief Amazement Officer, Shepard Presentations
Shep Hyken, CSP, CPAE is a customer service expert, professional speaker, and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees. His articles have been read in hundreds of publications, and he is the author of Moments of Magic, The Loyal Customer and the Wall Street Journal and USA Today bestsellers, The Cult of the Customer and The Amazement Revolution, which... Read More →
CM

Chad Mitchell

Senior Director, Digital Communications, Walmart
Chad Mitchell is Senior Director of Digital Communications at Walmart. Positioned within Walmart’s Corporate Affairs division, he and his team are responsible for managing and supporting all aspects of Walmart’s corporate digital presence, including the corporate website and blog, social media platforms, and email communications both internally to associates and externally to customers. They are charged with managing and protecting... Read More →



Wednesday September 17, 2014 11:45am - 12:45pm
W Atlanta-Midtown 188 14th St NE, Atlanta, GA 30361

Attendees (25)