Susan is the head of social media for Dropbox. In her role, she oversees all organic and paid social activities that serve to boost awareness of the Dropbox brand. Her favorite project so far has been guiding Dropbox's social presence through a successful IPO and her least favorite thing to do is keep up with how each social platform defines an "engagement". Prior to Dropbox, Susan worked at agencies where she launched inaugural social media programs for brands ranging from L'Oreal to Microsoft. You can find her on Twitter at @sujinchang.

Susan Chang’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