Segment 1: The New Normal: Customer Service and Social Media Today
Laurel Hart conducted a 90-minute workshop for the communication staff of a national financial services firm on social media and customer service today.
There were 20 people in the television studio, and about 125 from around North America who participated via live video hook-up. (We are grateful to our client, who gave permission to post the video, but who asked for anonymity.)
Here are two excerpts from the beginning and middle of the workshop, where Laurel talks about the social media and customer service landscape today.
Segment 2: All Customer Service Interactions Can Become Public
If you have questions or comments, please e-mail Laurel at
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Laurel Hart conducted a 90-minute workshop for the communication staff of a national financial services firm on the year in social media for 2010.
There were 25 people in the auditorium in which the workshop was conducted, and 125 who participated via live video hook-up. (We are grateful to our client, who gave permission to post the video, but who asked for anonymity.)
Here is an excerpt from the middle of the workshop, where Laurel begins to describe changes to government regulation that affect social media.
If you have questions or comments, please e-mail Laurel at
This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Social Media
