LiNC wouldn’t be the same without tips, real-stories and even a little banter from peers – all in the tried-and-true conference panel format. And LiNC Local London was no exception.
During the breakout sessions, we hosted ‘Track A- Inspiration Room’ with three different sessions. The goal of each session was to deliver Lithium success stories and have the audience learn key takeaways that they can take back to their day-to-day jobs. @UlrikaH was our moderator for Track A and – as usual- she asked the questions we all wanted to hear the answers to.
Session 1: Digital CX is the New Playing Field
Everyone who attended the conference plays a role (big or small) in their organization’s digital customer experience so we knew this would be a popular panel. We were thrilled to have the following panelists share their stories:
- Linda Van Seuren, Sr. Community Manager at ING (@lindavs)
- Michel Da Silva, Community Manager at Parrot (@Mike_Silva)
- Marlene Summers, CS Services & Community VP at Zuora (@marlene1)
Linda kicked off the panel with this ‘fun’ stat and that really got the conversation started: Nearly 1/3 of consumers would rather clean a toilet than talk to customer service.
Top 3 takeaways from the Digital CX panel:
- Collaborate with other departments (for example: set up re-occurring meetings and have shared goals and put customer feedback first)
- Map out your customers’ journey across all digital touchpoints
- Measure and set goals related to customer journey touchpoints
Session 2: The Future of Social Media Management
With our newly announced Lithium SMM features, we were excited to host a social media management panel to get the inside scoop from our customers. Most importantly, to breakdown the biggest challenges and to hear how teams are delivering results with their SMM strategies. We were lucky to have the following panelists participate:
- Liam Dyson, Head of Digital at Plusnet (@PlusnetLiam)
- Chris Brennan, Sr. Social Strategy Manager at Scottish Power (@cbrennan79)
- Phill Fothergill, Social Media Operational Lead at nPower (@Foggy)
- Darren Jones, SM & Audience Insight Manager at Post Office (@darrenianjones)
Top 3 takeaways from the SMM panel:
- Know your Audience & Influencers (dig into your social and community data, think about launching influencer groups to test theories/models/programs)
- Publish Relevant Content (make sure you are using technology to publish the right thing at the right time)
- Measure and Prove ROI (both internally and externally)
We closed the track with a lively discussion on all-things community. Our panel included community experts from a diverse set of industries – high tech, b2b, retail and telco – and with a ton of passion and tips to share. Our panelists included:
- Esther Heide, Community Manager at TeamViewer (@Esther_H)
- Wendy Schippers, Sr. Community Manager at HP (@Wendy_S)
- Timo Tolonen, Head of Community at GiffGaff (@timotolonen)
- Paco Campos, Community Manager at Leroy Merlin (@PacoCampos)
Side note: Be sure to read all about @Estherheide experience in My Top Takeaways from LiNC Local London 2017.
Top 3 takeaways from the Community & Beyond panel:
- Map out your digital customer journey (ask: does my community touch every stage of my digital customer’s lifecycle?)
- Keep your community vibrant with relevant content (activate UGC across digital), moderation and super user programs
- You are brand stewards - make sure your community is consistent with your brand
Thanks to all our panelists and sharing their best practices. Here’s to the next LiNC!
Download the full presentations here:
The Future of SMM Panel
Community & Beyond Panel
