Peter Shankman, Customer Service, & Social Media at SocialIRL - 11 Take-aways

Peter Shankman presented at the SocialIRL program in Lawrence, KS on customer service and communication strategies, emphasizing the importance of storytelling, entertainment, engagement, and technical glitches. He stressed the need to embrace concepts rather than brands, focus on quicker, faster, and better content, and listen to customers. Good customer service can kill online problems before they become problems, and addressing customer issues requires listening, analyzing, and personalizing replies. Brands often make mistakes in social media by not acting quickly enough or by being afraid of offending audiences. The killer social media skill is writing, and effective speaking techniques involve drawing comparisons to familiar things. Shankman offered insights into his career and emphasized the importance of creating strong content, having a brilliant idea, and planning for outrageous success.