Alison Fehlman

Global Program Manager, Social Care
Intel Corporation

Alison Fehlman has over 25 years of expertise in Brand Protection and Development, with extensive tenures at The Walt Disney Company and Intel Corporation. As Intel's Global Program Manager, Social Care, Alison leads engagement and service initiatives across more than 200 streams of social media in 15 languages, prioritizing brand integrity and customer loyalty. Committed to brand protection, she implements robust quality metrics ensuring swift customer inquiry responses while identifying risks and trends. Alison spearheads workflow enhancements, adapting to stakeholder priorities, and leverages her analytical skills to provide actionable insights for strategic decision-making. Driving future project development aligned with organizational goals, her strategic planning prowess and dedication to exceptional customer service position her as a linchpin in Intel's success and growth trajectory.

Alison Fehlman’s Session

12:00 p.m.–12:45 p.m. PT — Thursday, June 13, 2024

Social Care Strategies: Leveraging Social Media for Customer Loyalty and Brand Protection

In today's digital landscape, social media platforms serve as more than just channels for engagement—they are invaluable sources of insight into customer behavior, preferences, and sentiments. As a Global Program Manager in Social Care, I've developed a comprehensive approach to leveraging social media for enhancing customer brand loyalty while safeguarding brand reputation.

Key Takeaways:

  • Engagement: Learn how engagement across social media channels fosters trust, appreciation, and ultimately, brand loyalty among customers.
  • Monitoring and Analysis: Discover the importance of employing advanced social media monitoring tools to track brand mentions, sentiment trends, and emerging issues in real-time for swift risk mitigation.
  • Trend Identification: Explore how analyzing social media data enables the identification of emerging trends, preferences, and behaviors. By staying abreast of evolving consumer preferences, we can communicate positive and negative trends to our stakeholders allowing them respond, as necessary.
  • Risk Mitigation: Understand the critical role of cross-functional collaboration in developing strategies for mitigating potential risks identified through social media monitoring, ensuring the protection of the brand's reputation.
  • Data-Driven Insights: Learn how leveraging data-driven insights from social media analytics informs strategic decision-making across the organization, driving customer-centric initiatives and enhancing brand loyalty.


By integrating social care into the broader brand strategy, organizations can effectively address customer inquiries and concerns while leveraging social media as a powerful tool for building lasting relationships, identifying risks, and staying ahead of market trends. Through proactive engagement, meticulous monitoring, and strategic analysis, brands can ensure resilience, relevance, and continued customer loyalty in an ever-evolving digital landscape.

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