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Social customer service roundtable #1

Last Thursday NixonMcInnes hosted our first Social Customer Service Roundtable event. Following on from the epic Meaning conference, we wanted to trial a more intimate format using a topic very close to our hearts.

As a consultancy on a mission to improve the relationships between large organisations and the people that matter to them, we’ve worked on several meaty social customer service projects:

With this experience, and a good network of practitioners in social customer services, I thought it made sense to create a forum where people we know can get together and share expertise. Events are great but can sometimes miss the detail, and not provide enough opportunity for discussion and sharing; roundtables on the other hand can be tailored wholly to those attending, and also are a great way of making new connections.

Our first session took place with attendees from Nectar, FCO, WWF, First Great Western and Conversocial. It was a great success with the following topics being discussed:

  • Can you train the skills needed for great social CS, or do you need to identify key traits?
  • What’s the tipping point with social CS; when does major investment become necessary?
  • SocialCRM – does this really exist yet?
  • Is anyone doing anything with the ‘voice’ of the customer; how are learnings fed into the business?
  • How should you treat influential customers in social?
Danny and Belinda facilitated the event and are in the process of sharing detailed notes with the attendees; we’re hoping to share key learnings over the coming weeks, focussing on practical advice which is based on real-life experience.

I’m currently planning the second session, to take place in central London in January. If you’re reading this and are interested in attending, please let me know by emailing – we’re keen to keep the sessions practical so ideally we’re looking for those working within large organisations, somewhere on the social CS journey. 


We’ve captured the main themes from the conversation at the roundtable in a handy whitepaper that you can download for free here

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