Updated by Mark Bernhardt on Oct 10, 2017

#usXsw | The Social Customer: Customer Experience in a Digital Life Saturday, March 10 | Session 3: 3-6pm ET

Traditional "brick and mortar" storefronts and offices have not gone extinct. However, the Internet and, specifically, Social Media have made Brands and their Consumers more accessible to one another – when actually Social.

Our discussion will be broken into segments and may take an organic turn as participants favor a particular topic. Twitter users, you're familiar with "retweets" – here are the "pretweets" for the session.

Source: http://usXsw.vc

#usXsw > Segment: What is a Social Customer?

#usXsw * Customers have always been social.

Social networks offer new ways to interact w/ Brands & newer generation of 'word of mouth'.

#usXsw [Q1] How is Customer behavior different now, from before the Internet? How have expectations changed?

#usXsw > Segment: What is a Social Brand?

* Brands have always had a message.

Social networks offer Brands new channels to reach target audiences.

#usXsw [Q2] How does Social differ from traditional media, for communicating the Brand message?

#usXsw > Segment: How has Social influenced Marketing?

#usXsw [Q3] Who influences Customers to buy?

#usXsw [Q3a] How do "they" exert influence?

#usXsw [Q4] How do Brands use Social to encourage satisfied Customers to influence others to buy?

#usXsw [Q5] How do Brands use Social differently to serve B2B versus B2C?

#usXsw [Q6] In what ways can Brands use Social similarly in B2B and B2C?

#usXsw [Q7] Has privacy faded into history, with "big data" available to marketers via Social, and Internet in general?

#usXsw > Segment: How has Social influenced Customer Service?

#usXsw [Q8] How can Brands track Social conversation about them and know when to join?

#usXsw [Q9] How can Brands merge online & offline monitoring of Customer Service? Do you?

#usXsw [Q10] How can Brands scale Customer Service to support potentially millions of Social Customers?

#usXsw [Q11] What Social platforms work better than others for providing Customer Service?

#usXsw [Q12] With potential world market, must Brands be "always on" when offering Social Customer Service?

#usXsw [Q13] Should Brands factor Social influence into their Customer Service practices?

#usXsw [Q13a] If Brands shoild factor Social influence into their Customer Service practices, how?

#usXsw > Segment: How do you connect your Customers, Products and Data?

#usXsw [Q14] What tools help you in Social Marketing / Social Customer Service?

#usXsw [Q15] Where do you draw the line between automating and humanizing the Customer Experience?

#usXsw [Q16] Open: What are best practices for using Social to enhance the Customer Experience in 2012-13?