Advocates vs Agitators: the Social Influence
Sunday, March 15
9:30AM - 10:30AM
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.
Mgr Social Mktg
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. ...Show the rest
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. The Social Business team is responsible for setting the strategic vision for social across the enterprise and Alice leads the marketing focus within that team. Prior to that, Alice established and led the social marketing practice at the airline. Alice is responsible for extending the Southwest brand imprint online and driving business objectives within the social space. Before the creation of the social marketing role, Alice worked on the digital advertising team at Southwest. During her time on the advertising team, the brand won their first Effie Gold award for the Bags Fly Free integrated campaign.
A Texas native, Alice has stayed close to home, graduating from Texas Tech University College of Mass Communications with a degree in Public Relations.Hide the rest
Mgr, Chevrolet Digital & Social Advertising
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...Show the rest
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 social executions.
Her leadership style is fun, approachable and all about empowering her team. She creates an atmosphere where ideas, thoughts, and questions are all welcomed and encouraged.
Barbour graduated from the University of Michigan Ann Arbor with a degree in psychology. She received her MBA from Central Michigan University. A former track and field star at the University of Michigan, she still bleeds maize and blue.Hide the rest
Group VP Social Platform
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...Show the rest
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 reporter for Advertising Age and Creativity, where she covered advertising agencies, new campaigns and the production side of the ad business. Shareen is a graduate of the Columbia University School of Journalism, and has previously written for The Wall Street Journal Digital Network and Singapore's The Straits Times.Hide the rest