Eric Gray is former sports radio producer turned marketing executive. Eric is the Senior Director of Content and Engagement at Universal Orlando Resort. In this role, his team is responsible for creating original content and experiences that build the brand of Universal Parks by driving always-on engagement with our Guests.

He is passionate about telling compelling stories and using innovative digital experiences to drive active engagement and participation with an audience. He and his team have won multiple awards in social media, video content, influencers, and more. He was once retweeted by @BarackObama himself (or Obama’s team of social media interns).

Eric Gray’s Session

8:45 am–9:30 am PT — Tuesday, June 8, 2021

Panel: Paving the Way for Customer Loyalty: Using Social Media to Drive Innovative Customer Experiences

We’re in the experience era. Everything brands share online must be with the intent of providing a better experience. In this panel, speakers will share how they leverage social media to drive better customer experiences, ultimately paving the way for customer loyalty. You’ll learn how exceptional customer experiences can turn your existing customer bans into fans, advocates, and community members.

Topics include:

The importance of reading the room your customer is in: being thoughtful in how you showcase your product in a way that is relevant and provides value
Opportunities to adjust and strengthen your offerings and continue to delight your audiences from a distance during the pandemic
Treating social as a two-way conversation and actively participating in social spaces that your customers value
Establishing relationships with dedicated support teams and resources to help customers as quickly as possible
The role of social media in rebuilding customer confidence post-pandemic