Turning Social Care Into Unforgettable Customer Experiences

<p>Ken Madrigal, Sr. Director - CXM Best Practices Group, Sprinklr, joins the Social Pros podcast to talk about the evolution of social care and the important role it presently plays in the social sphere.</p> <p><strong>Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:</strong></p> <p><a href="https://sforce.co/2U5DPt4" target="_blank" rel= "noopener"><strong>Salesforce Marketing Cloud</strong></a></p> <p><strong>Full episode Details</strong></p> <p>The social media game isn’t what it used to be a few years ago. Social care has taken more of  front seat, and it deserves a closer look.</p> <p>This week’s guest, Ken Madrigal, Sr. Director - CXM Best Practices Group, Sprinklr, takes us on a deep dive into what social care is and why it’s such an important consideration for brands today. He talks about the importance of <strong>viewing customers as humans</strong> and forming connections that go beyond simply <strong>quick responses</strong>.</p> <p>Ken also points out that social media, be it marketing or social care, is all about <strong>weaving experiences</strong> and, in turn, those experiences end up elevating the brand.</p> <p><strong>In This Episode:</strong></p> <ul> <li>06:22 Ken tells us a little bit about his role at both Verizon and Sprinkler</li> <li>08:41 How to create a personalized experience for customers</li> <li>11:35 The evolution of social care</li> <li>15:38 Where companies should strive to be with their social care</li> <li>18:40 Ken shares a cross-section of the social care process at Verizon and Sprinkler</li> <li>22:28 The best way to align different teams in terms of social care</li> <li>26:59 How to prep social care teams to deliver service and guard their mental health</li> <li>31:46 The part empathy plays in marketing</li> <li>34:22 How smaller teams can take their customer experience game to the next level</li> <li>39:17 Ken’s advice for anyone looking to become a Social Pro</li> </ul> <p><strong>R