Legend has it that when conditions are right, a summit of customer service leaders unite in one chosen city for an epic meeting of the minds—a meeting called Relate Live.
This week, Relate Live comes to San Francisco. Over 500 customer service leaders and innovators will come together to explore new ways of building customer relationships. We’re exploring new ideas in customer relationship building—from storytelling workshops to machine learning. From all the talks, three important trends have emerged for customer service leaders in 2016 and beyond:
- A focus on long-term customer relationships: Business models, consumer expectations, and technologies are evolving. The best brands are making the transition from transaction-based interactions to ongoing customer relationships. Mikkel Svane, CEO of Zendesk, will reveal how this transformation is reshaping the future of customer service, and what you can do to build customer loyalty for the long haul.
- Strategizing for the promoter economy: Thanks to the popularity of Twitter as a customer service channel, customers now head to social media to praise—or complain about—brand experiences. Veronica Belmont, Engadget host and startup advisor, will speak about how brands can use empathy, responsiveness, and honesty in social media support to make fans, even in moments of failure. This can have a huge business impact when those fans share their positive brand experiences with millions of people online.
- Investing in conscious consumerism: Globally, 91% of consumers are likely to switch brands to one associated with a good cause. Many customers believe businesses must go beyond the bottom line to make the world a better place. Tiffany Apczynski, VP of public policy and social impact at Zendesk, will discuss the rise of the conscious consumer and its impact on customer service. Customer service is the front line for building trust with customers, and corporate social responsibility (CSR) is how today's customers build trust in an organization.
In addition, there will be 30+ unique sessions and 40+ industry speakers including Tom Lee, CEO of One Medical, Marvin Storey, director of service operations for Samsung, and Bridget Russo, CMO for Shinola Detroit, on how to better connect with customers.