Two years ago, a panel was convened with some pretty amazing people. Their views on social media for customer retention were groundbreaking and sparked many similar discussions thereafter. This was the early days for some of them, and many things have changed since then. This all-star panel has been tapped again to compare and contrast where customer loyalty and social media have been over the past two years, what is happening today, and where it is going. The original abstract still applies: One of the keys to customer loyalty is engagement. This session shares some of the best practices in combining social media with customer retention programs, an area (still) relatively unexplored by many companies and social media discussions. Social media provides the ideal channel from which to learn about and interact with customers, both commercial and consumer. It is also a great mechanism for deepening customer relationships and empowering customers to become a company's best advocates. These two areas are especially important to businesses that want to break-through the noise and grow in spite of difficult economic times. Through the use of blogs, video, social networks, and wikis, executing customer retention programs can be cool again!
