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Building Customer Relationships & Advocacy with Social Media
Program no. SOMA-3010
Customer Relationships and Advocacy
- In today’s fast-changing and increasing complex world, customer relationships and advocacy are essential to sustainable profits and growth
- Social media must be a critical component of a business’s customer relationship building initiatives
- Strong customer relationships and advocacy have their roots in customer engagement, the customer experience and relationships customers value
- Emotional involvement and emotional bonds are critical, to succeed businesses need to apply sound psychological principles, systematically
Who Should Attend
Executives responsible for marketing, customers service, customer care, the customer experience, corporate social media managers and social media consultants who want a solid psychological and business basis for their practice.
3 Day Online Management Class
All sessions are 1.5 hour in duration. They involve presentation of concepts, examples and interactive discussion of case studies
Classes take place September 22, 24 and 29, 8:00 to 9:30 am PDT (16:00-17:30 BST)
Tuition: $795.00 - $635.00 (gold members)
Session One
Examines the psycho-economic basis of customer relationships and advocacy and how these principles provide a framework for development of successful social media programs. It discusses business practices that put these principles into action and how they lead to sustainable and profitable customer relationships.
Session Two
In Session Two, the psycho-economic principles will be used to evaluate three ways businesses can use social media to impact customer relationship: shared content, peer reviews and external social networks. A case study approach will be used to evaluate live examples: what they do right, how they could be improved and the business circumstances that warrant they use.
Session Three
In Session Three, the psycho-economic principles will be used to evaluate three additional ways businesses can use social media to impact customer relationship: online communities, social networking with customers (reputation management), and co-creation or crowdsourcing. A case study approach will be used to evaluate live examples: what they do right, how they could be improved and the business circumstances that would warrant they use.
What Participants will take away:
Participants will leave with a solid conceptual framework for using social media to enhance customer relationships and advocacy. They will gain strategic insight as well as the practical know-how to determine which social media vehicles fit their business and how to take a deliberate and systematic approach to implementation.
Instructor
 John I. Todor, Ph.D. is a psychologist and business strategy consultant who evaluates how changes in technology, the marketplace and society impact what customers’ value and how they make decisions. Based on these insights he advises client companies how to use social media to engage customers online and enhance their overall customer experience. He is the author of three related books and a founding faculty member of the Social Media Academy.
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