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Advocates vs Agitators: the Social Influence

Sunday, March 15
9:30AM - 10:30AM

JW Marriott
Salon 8
110 E 2nd St

Just one good or bad experience can become a viral customer service nightmare, or so it seems. Social media has given brands the flexibility to communicate directly with consumers in real-time public arenas. This can often lead to a brand receiving praise or getting publicly shamed by the customer, depending on the customer’s perception of customer service given.
Although negative stories seem to have more traction, we’ve seen brands excel at listening to customers via social media and working to create a positive experience. But when customers become ugly, when do brands decide to stand up to the trolls and not allow themselves to be bullied?
Join Digiday’s Shareen Pathak, as she moderates a panel featuring Chevrolet's Jamie Barbour, Southwest Airlines' Alice Wilson, and Oracle's Meg Bear to explore when and why people lose empathy and loyalty for a brand and choose to share their good and bad experiences publicly via social media.

Hashtags

#sxsw #influencer

Presenters

Alice Wilson

Mgr Social Mktg

Southwest Airlines

Alice Wilson is a founding member of the newly created Social Business team, at Southwest Airlines, the country’s largest domestic airline and the most successful low-fare, high frequency carrier. ...

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Jamie Barbour

Mgr, Chevrolet Digital & Social Advertising

Chevrolet

As Manager of Chevrolet Digital & Social Advertising, Jamie Barbour leads the charge on developing integrated digital media campaigns for Chevrolet nameplates including lifestyle, in-market, and so...

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Meg Bear

Group VP Social Platform

Oracle America

Shareen Pathak

Brands Editor

Digiday

Shareen Pathak is the brands editor at Digiday, where she focuses on the transitions brands and agencies are going through as they adapt to a new digital landscape. Prior to this, she was a reporte...

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