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Convincing Customers to Swipe Right on Your Brand: Developing a Consistent Social Strategy and Personality

We’re witnessing digital transformation at a speed we’ve never experienced before. Social media is often the first interaction that your customers have with your brand.

With Cisco’s 400+ social accounts, there were 400 different personalities and messages interacting with customers— resulting in a poor user experience. As a customer, that can be pretty confusing, and cause them to swipe left and choose a competitor instead.

In this session, Cisco will discuss how they tackled merging their 400+ social channels into 100 accounts. They will share how they took on a more humanized approach to social media by developing an entirely new social personality. Whether you’re B2B or B2C, big or small, customers are talking to you on social media. How can you ensure you are consistently representing your brand?

In this session, you will learn:

  • The importance of developing not only a brand personality but also a social personality
  • How to listen to your customers’ needs and develop content around those needs
  • How to develop a process that ensures consistency between responding to trolls and cheerleaders

Lauren Brommer
Cisco

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