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Social customer service is no longer a luxury; it's a necessity. If your marketing team doesn't run customer success at your company, why would they try to do it on social? Empowering your customer success team to own social customer success not only streamlines resolution times (improving overall customer experience) but allows them to be loyal brand advocates.$41 Billion is lost by US companies each year due to poor customer service and 58% of customers will never use a company again after a negative experience.  Inversely, 90% of engaged customers will buy more frequently from your brand. This session will focus on how empowering your customer service team to be agents of change can not only be effective, but it can lead to increased profit.  Jerry will share case studies from building a highly successful team at Delta Air Lines and share best practices from other best-in-class companies who have taken this leap and received high accolades and built brand enthusiasts.