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Saturday, March 12 • 3:30pm - 4:30pm
Customer Experience: Future Trends & Insights

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To build a Social Media Experience that drives value, you must focus on addressing seven strategic questions. In this session Colin Shaw, author of 3 best-selling books on Customer Experience, reveals that over 50% of a Social Media Experience is about emotions, how a customer feels. Emotions are at the heart of driving human behavior, however most organizations ignore this fact. Organizations are too caught up in the rational aspects of the online experience rather than the emotional side. Colin will reveal ground- breaking research from his new book in Fall 2010: Customer Experience: Future Trends & Insights, which looks at Social Media as a key strategic trend. Colin also reveals the discovery of a subconscious experience that has a massive effect on a Social Media Experience. He will disclose new ground-breaking psychological research which has uncovered what drives or destroys value in a Social Media Experience. Finally he puts this all in the context of seven key strategic questions an organization needs to answer, and the specific actions they need to take to build a Social Media Experience (SMx) that drives value. You will learn: • Seven key strategic questions for building a great Social Media Experience (SMx) • How to design and build an emotionally engaging SMx • What Customers really want from a SMx • The attributes of a SMx that drive & destroy value • Explore case studies to learn from other organizations

avatar for Colin Shaw

Colin Shaw

CEO, FounderBeyond PhilosophyColin Shaw is a successful entrepreneur and author of three international best-selling customer experience books: Building Great Customer Experiences (2002); Revolutionize Your Customer Experience (2004) and The DNA of Customer Experience: How Emotions... Read More →

Saturday March 12, 2011 3:30pm - 4:30pm CST
Austin Convention Center, Ballroom G

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