Social Media in Exceptional Customer Service

April 9th, 2010

This workshop will address practices and principles for leveraging social media in the areas of: shaping customer expectations, quick service disappointment recovery, product promotions, engaging core-influencer customers, and engaging satisfied customers in the broadcasting of success stories.

Jack Ricchiuto is a nationally acclaimed designer and writer working with groups in organizations, communities, and networks designing the best ways for them to work together to make a difference. Jack works with boards, leadership and operational teams, project teams, civic and community groups, and strategic planning teams. As a writer, he is author of 8 books and the 7 year old daily blog, jackzen.com and has written for local and national publications. For over 30 years, Jack has been working independently and in collaboration with international and national consulting firms. His works as a designer spans 24 industries and a variety of urban, rural, and virtual communities. With an undergraduate degree from John Carroll University (1974) and graduate degree from Goddard College, Vermont (1980) in positive psychology, Jack continues teaching with undergraduate, graduate, and post-doctorate programs. His website is DesigningLife.com

Click here  for a link to the course on Corporate College’s website.

Social Media Lab: What is it all about?

Social media has been a captivating shift in information delivery for me and millions of other social media users. With the emergence of Twitter, Facebook, MySpace, YouTube, Flickr and other social media sites, the ability to connect and influence thousands (if not millions) of individuals around the world at the click of a button is astounding. But how does one harness this power for genuine results within the context of business operations? How does one decide which social media platforms to use? How does one brand in the social media sphere? Or connect with customers and potential employees?

Well, the Social Media Lab was designed to be the “think tank” on social media for Cleveland, OH and the Northeast Ohio region. The Social Media Lab is a partnership between Corporate College and the Cleveland, OH-based government relations firm LNE Group. The purpose of the Social Media Lab – to establish a citadel of thought on all issues regarding social media and how businesses and individuals could use social media to improve their business opportunities. There is nothing like the Social Media Lab anywhere in the United States. This is a one-of-a-kind environment where business owners, managers and individuals can not only learn from some of the brightest minds in social media but actually get to implement, in real time, the strategies being discussed.

In the coming months the Social Media Lab will continue to develop and launch sessions detailing the newest tools, tricks and trends in Social Media. All of the classes will be taught by nationally recognized experts and aficionados on Social Media. If interested in participating in one of the established classes or thinking of a new Social Media Lab to teach – please connect with us.

Twitter

Facebook

LinkedIN

WordPress

Branding in the Social Media Sphere

The Social Media Lab operates as a “Think-Tank” offering the best minds in Social Media today a venue to knowledge share.  The lab is a partnership between LNE Group and Corporate College.  The Social Media Lab functions as a collection of both course study and actual lab work, concentrating on six focal points. These topics range from the Four Pillars of Social Media to Social Media Branding to Social Media Analytics. All Social Media Lab classes and instruction will take place at Corporate College East and each topic is offered in a four-hour class: one hour of instruction and three-hours of lab time will allow the individual or company to implement their social media strategy in real time.

Your social media brand – whether personal, corporate or both – will frequently deliver the first impression to your prospects and clients. This class will teach you how to design, construct and execute your branding framework across multiple social media platforms. Instruction will focus on how to select your brand’s visual identity and message and integrate them across:

• Google
• Twitter
• LinkedIn
• Facebook (personal and Fan Page)
• YouTube
• Blogs

Participants will learn how to select the appropriate technology platforms to support their strategic objectives, create appropriate content, engage with online participants and develop enduring social media relationships.  Although useful, no knowledge of drawing, design or photo editing software is necessary.

 John Heaney’s professional experience has centered around marketing, branding, customer experience design, strategic communications and business development. His current professional endeavors are focused on developing strategic digital marketing programs that integrate compelling social media components.

About LNE Group:

LNE Group is a full service, bi-partisan government relations and public communications firm.  Founded in 2001 by Lee Weingart, former Cuyahoga County Commissioner, LNE Group started as a single employee, single office firm. Today, the business has grown to include offices in seven cities around the globe including Cleveland, Washington DC and Berlin, Germany.

www.LNEGroup.com

About Corporate College:

Located in Cleveland, OH – Corporate College offers leading edge corporate training and business solutions, professional development programs and conference facilities.

www.corporatecollege.com

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www.twitter.com/SMLabCleveland

www.ClevelandSocialMediaLab.wordpress.com

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