Using Social Media to elevate your Customer Service

This time the Internet Show will take place at Madinat Jumairah - Madinat Arina in Dubai the 17th & 18th of April 2012. We definitely expect to see more of our clients and partners that are excited of attending this upcoming edition of The Internet Show in Dubai. Yasir Youssuff, Head of NM Incite (A Nielsen McKinsey Company) APMEA and myself, Senior Research Manager for NM Incite, MENAP will have the pleasure to make presentations on 2 very critical topics related to Social Care and Social Media Strategy.

Yasir will share the basics of developing a Social Media Strategy so as to getting the ground rules right! Organizations are eager to utilize the power of Social to their benefit but are often confused of where to start and what to avoid. This session aims to shed light on the ground rules any organization interested in delving into the Social World of Media should know in order to be able to effectively manage, create and execute social programs.

I will share with the audience a presentation that aims at Serving Social: Using Social Media to elevate Customer Service. The telecom, airline, hospitality, finance as well as a host of other industries, are struggling to deal with the rising power and voice of the consumer when it comes to criticisms and negative reviews of their products and services. Instead of perceiving this power as a threat, some cutting-edge practices have shown that knowledge and analysis of consumers' candid opinion is actually a treasure trove for companies and organizations willing to listen. As customers become more demanding and social media channels give them a voice, we look at how brands can harness the new found strength of Middle East consumers and unleash the potential of Social Media to benefit from consumer feedback for continuous improvement and increased loyalty.

I'm really looking forward to see you all at the Internet Show and will be more than delighted to share with you insights on how to harness the power of Social and use Social Media monitoring and engagement solutions to keep an "hear to the ground" on what your audience is interacting about!

Khalid Dalil

@socialmedimouth