Making A Fan In The Moment Of Failure: Hearing Your Customers On Social Media

You might have heard of @Veronica because she has 1.76 million followers on Twitter. While she frequently speaks on topics like listening to your customers on social media, she rarely uses social to complain herself. The only time was when she hosted the Season 6 Premier of Game of Thrones on Facebook Live and her dress showed up with a hole in it.

As a writer, producer, and speaker, Veronica’s primary goal has been to educate both savvy and mainstream audiences about how technology can improve and enhance their lives. A guest on this week’s Modern Customer Podcast, she gives golden advice to brands on how to make a fan in a moment of failure.

  1. Brands that are doing social customer service right
  2. Why brands fail at engaging with their customers on social media
  3. How brands can maintain authenticity on social media with customers

Blake Morgan is a customer experience futurist, author of More Is More, and keynote speaker. Sign up for her weekly newsletter here. Go farther and create knock your socks-off customer experiences in your organization by enrolling in her new Customer Experience School.

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