• Putting together a social media team
  • Examples of how it doesn't work (and what happens)
  • Before the explosion: winning your customer
  • Customer service is a way of life
  • Social media damage control: stopping small problems from becoming big ones
  • Making customer addicts online: best practices that work!
  • Keeping the addiction going
  • Monitoring your successes and failures
  • Putting it all together: what did we learn?