May 7-9, 2018 | Marriott Marquis Atlanta
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Program

Monday, May 7

Monday, May 7
1:00 PM - 4:00 PM
Consumer GPS: Use Customer Journey Mapping to Pinpoint More Profit

Mastering the nuances of consumer behavior—from initial contact to engagement to a long-term relationship—is the Holy Grail for marketers, customer service professionals, communicators, salespeople across B2C or B2B brands. But to truly grasp how a consumer experiences your product, you need to walk a mile in their shoes. This workshop is all about uncovering consumer motivations and perceptions, and then removing friction from the process to best position your brand for success.

Attend this pre-conference workshop and learn how to:

  • Develop customer journey maps that span an entire customer lifecycle
  • Embrace new ways to map and understand customer behavior across social channels
  • Develop a strategy roadmap to address customer experience challenges
  • How customer journey maps can be developed for an entire customer lifecycle
  • Leverage customer journey maps for a single interaction at a single touchpoint
Monday, May 7
1:00 PM - 4:00 PM
SEO Workshop: How to Rev-Up Rankable Content to Make Search Engines Purr

The ever-evolving rules of SEO make yesterday’s best practices obsolete. Don’t be left behind! In this session, our SEO trainers will teach you how to produce words and images that raise your online profile, position your site as definitive and keep your audience coming back for more. This pre-conference workshop will grow more advanced as it proceeds, beginning with the basics and ending with a master class. Don’t be left behind! Successful SEO tactics can supercharge your career and take your company’s strategy to the next level!

You’ll learn how to:

  • Leverage Google’s changing algorithm to favor your content
  • Analyze your website to determine whether it’s optimized for search
  • Capture greater attention using long-form content
  • Manage the content optimization and distribution process
  • Prepare for the coming age of voice search
Monday, May 7
1:00 PM - 4:00 PM
Taking Your Podcast From Plan to Production to Playlist Powerhouse

Podcasting’s momentum continues to grow, with about 42 million tuning in weekly—an 11% increase from 2016. Many brands are jumping into podcasts with gusto, using them as a dynamic form of content marketing to attract new customers. But do you have the right recipe for success to tap into the more than 112 million Americans who listen to podcasts every year?

In this workshop, our panel of podcast trainers will teach you to go live, illustrate how to produce a compelling podcast, and finally, offer vital tips on growing your audience and positioning your podcast for world domination.

Attend and you’ll learn how to:

  • Choose the best hardware and software—for the right price
  • Produce content that resonates the most with listeners
  • Promote and drive traffic to boost your subscriptions
  • Generate and develop ideas for a pipeline of future episodes
  • Employ the best practices of successful brand podcasts—and how you can do the same
Monday, May 7
1:00 PM - 4:00 PM
Word Up: Powerful Writing Skills for Social Media and Beyond

Sometimes it all comes down to the words we choose. And strong writing skills are one of the key components that can supercharge your brand’s message and your own professional growth. Whether you’re crafting a tweet, working in a brand newsroom or writing a press release seen by thousands, your goal is to make every piece of writing concise, impactful, polished and clear. After all, the best way to influence anyone is a story well told.

In this workshop, you’ll learn how to:

  • Deploy the correct style and voice on different social media platforms to resonate with your audience
  • Identify and correcting common grammar mistakes
  • Craft email pitches that will grab a journalist’s attention
  • Simplify your language to avoid unnecessary complexity and industry jargon
  • Write press releases that even the most overworked journalist will pick up
Monday, May 7
5:00 PM - 7:00 PM
Opening Reception
Monday, May 7
7:30 PM - 9:30 PM
Dutch Dine-Around

Tuesday, May 8

Tuesday, May 8
8:30 AM - 9:30 AM
Opening General Session/Kick-Off Keynote
Tuesday, May 8
9:40 AM - 10:30 AM
Case Studies: When All Hell Breaks Loose: Crisis Communications on Social Media

Online conversations about your brand happen around the clock, and your savvy use of social media can make all the difference. Yet according to the Incite Group, only 53% of businesses leverage the full power of social for reputation management. Here, crisis experts will share examples of how to closely manage your brand’s online reputation, prepare digital assets ready to deploy at a moment’s notice and deftly match your response to the social media platform. 

You’ll learn how to:

  • Master live-streaming video to mitigate a crisis
  • Create social posts, emergency websites and other digital assets in anticipation of a crisis
  • Build a social media and organizational command structure that keeps messaging precise and consistent
  • Employ social media listening tactics that warn you of potential crises
  • Craft a unified response via talking points and employee social media guidelines
Tuesday, May 8
9:40 AM - 10:30 AM
Interactive: How to Craft Killer Tweets That Get Noticed Fast

Thumb-stopping content: It’s what we all strive for on Twitter. But you can rack up vanity metrics all day long without reaping the benefits of authentic engagement. So what kind of tweets are winning the war for attention? What brands are absolutely killing it on the platform, and how can you apply their wisdom to your account? In this highly interactive session, Twitter insiders and top brand communicators will demonstrate how to stand out in an ever-changing stream.

You’ll learn how to:

  • Create videos and images that command attention on the platform
  • Leverage targeted interest areas to grow your following
  • Translate analytics into better content
  • Inject humor and a little attitude into your brand’s account
  • Emulate top brands whose tweets and real-world tactics get big results
  • • Pack huge firelopwer into those 140 characters
Tuesday, May 8
9:40 AM - 10:30 AM
Shakers on a Panel: Grow Your Own: 5 Ways to Extend Organic Reach in a Pay-to-Play World

The death of organic reach has been greatly exaggerated. And with plenty of tactics to drive eyeballs to your content without spending a dime, you can leverage its power and run circles around your competitors as they spend endlessly on paid social. In this Q&A session, our content marketing experts will share their secrets of organic success and answer any questions you have about how to make your content dance on social media—without paying the fiddler.

You’ll learn how to:

  • Craft highly shareable content with appeal beyond your target audience
  • Speak the emotional language of images to capture attention
  • Develop a cross-platform strategy and distribution process
  • Produce targeted crowdsourced content that engages a community
  • Leverage case studies of innovative content powerful enough to skip the boost
Tuesday, May 8
9:40 AM - 10:30 AM
Social Jams: Finding Your Storytelling Sweet Spot on Facebook Live

Are you ready for your close-up? With live streams, brands can connect and engage with their audience in ways they never could before—but only if they convey a personal touch. In this session, you’ll hear personal accounts of how some communicators mastered the live-streaming platform to publicize their brand’s most compelling stories in an authentic and spontaneous way.

You’ll learn how to:
• Identify when it’s best to ramp up production values and when it’s best to go gritty
• Brainstorm ideas and measurable goals for broadcast-worthy content
• Engage your audience and address their questions in real-time without missing a beat
• Cast and train influencers and brand ambassadors to star in your broadcast
• Leverage other social platforms to drive more viewers to your stream

Tuesday, May 8
10:30 AM - 10:55 AM
Networking Break
Tuesday, May 8
11:00 AM - 11:50 AM
Case Studies: Dashboard Derby: The KPIs That (Accurately) Define Social Media Success

So much data. So many metrics. When it comes to measurement, separating the signal from the noise can be a daunting task. But fear not because at this session, analytics experts will illustrate how to identify the metrics that matter most in measuring the effectiveness of your efforts—and how to communicate your social media success to senior leaders.

You’ll learn how to:

  • Measure the impact your marketing efforts have on your company’s bottom line
  • Use native and third-party analytic tools for Facebook, Twitter, Snapchat and Instagram
  • Limit what you measure and get to the metrics that really matter
  • Decide not only what to measure, but who to measure
  • Distinguish between measurement and analysis
  • Use your findings to influence a data-driven marketing and PR strategy
Tuesday, May 8
11:00 AM - 11:50 AM
Interactive: Snaps that Pop: How Top Brands Use Snapchat to Blend In and Stand Out

Snapchat’s here-today-gone-tomorrow content can trick some communicators into thinking the planning they put into each snap should be just as brief. But a detailed strategy can be the key to making your snaps burn bright before they fade away. There are myriad brands seeing success on Snapchat, but each brand must find the style that’s right for it. This panel’s experts will illustrate what success looks like on Snapchat and how you can achieve it.

You’ll learn how to:

  • Master the platform’s latest features
  • Fit Snapchat into a larger cross-platform strategy
  • Repurpose content elsewhere on the web so that your snaps don’t go to waste
  • Determine the best frequency and cadence you should snap with
  • Strategize and design paid geofilter campaigns that make the most of a small budget
Tuesday, May 8
11:00 AM - 11:50 AM
Shakers on a Panel: The New Rules of SEO: Crafting Content That Dances to Google’s Algorithm

Content truly is king with Google. To be a top-ranked site, you have to offer the best content and convince the search engine’s ever-changing algorithm that your content sings. In this session, our panel of content creators and SEO experts will teach you how to produce words and images that raise your online profile and keep your audience coming back for more. 

You’ll learn how to:

  • Optimize the content that matters most to your audience
  • Align your website with Google’s new algorithm
  • Understand and enhance the user experience of your mobile site
  • Use the latest tools to uncover new SEO opportunities
  • Amp up the speed, quality and appearance of your site for higher ranking
Tuesday, May 8
11:00 AM - 11:50 AM
Social Jams: Passion Brands in the Age of Disruption

Jeff Rosenblum, author, documentary filmmaker and founder of Questus, will discuss how to build a brand that inspires and captures the collective consciousness, like Yeti and Patagonia. Rosenblum argues that brands need more than just clever messages or new, shiny technologies—they need a fundamental change in strategy. He’ll discuss how corporations can divorce themselves from legacy business models to create a “passion” brand—a brand that breaks its addiction to traditional marketing, empowers its customers, creates evangelists and dominates the competition.

Tuesday, May 8
12:00 PM - 1:30 PM
Movers & Shakers Awards Lunch

Join us for a delicious lunch and to celebrate the Movers & Shakers Award winners, who are blazing new trails in social media. In memory of The Social Shake-Up’s late founder, Robin Carey, we will also award one deserving professional the Social Entrepreneur of the Year Award.

Tuesday, May 8
1:40 PM - 2:30 PM
Case Studies: Instagram ROI: Low-Cost Visual Storytelling Tactics (That Look Expensive)

Instagram’s more than 700 million monthly active users eclipse Snapchat and represent more than twice the user base of Twitter. Such rapid growth offers brands a great opportunity for visual storytelling—but it can be challenging to keep pace with its constant evolution. In this session, we’ll look at case studies that illustrate how Instagram can humanize your brand, build affinity and engage with your target audience. 

You’ll learn:

  • Leverage key Instagram KPIs, including conversions, follower growth, engagement and click-through rates
  • Creatively use Instagram’s direct messaging feature
  • Master filters and video on the platform
  • Emulate Instagram posts that rocked—and avoid tactics that fell flat
  • Perfectly time the use of Instagram stories
Tuesday, May 8
1:40 PM - 2:30 PM
Interactive: The Un-Session

The Un-Session is user-generated content in the flesh. During this session, you’ll join a cross-section of the day’s top speakers for a spirited, informal chat free of PowerPoint presentations and case studies but heavy on interaction. Every member of the audience can become a part of the show by asking burning questions and sharing their challenges—as well as their knowledge—with other members of the Shake-Up community.

Tuesday, May 8
1:40 PM - 2:30 PM
Shakers on a Panel: Under the Influence: Activating Macro and Micro Influencers for Maximum Effect

More than 90% of consumers trust word-of-mouth and user-generated content more than traditional advertising, according to Nielsen. So it’s no surprise that influencer marketing has become an integral part of many communication strategies. But it’s a young field, and the rules of play are still in flux. How do you prove influencer marketing ROI? What’s the best strategy to find and build rapport with brand ambassadors? In this panel, we’ll teach you to apply a multiplier effect through influencers who inspire consumers on multiple channels.

You’ll learn how to:

  • Identify and engage the influencers most important to your audience
  • Tailor your content strategy to a specific social media platform
  • Use analytics to evaluate the cost-effectiveness of influencer marketing
  • Manage and assist influencers throughout the content creation process
  • Draft an influencer collaboration agreement
Tuesday, May 8
1:40 PM - 2:30 PM
Social Jams: How 360 Video and VR Can Delight, Engage and Drive Brand Awareness

Immersion will drive the next wave of video. Both 360 video and virtual reality offer a different kind of canvas for brand storytelling, each with their own strengths and weaknesses. The possibilities are enticing and seemingly endless, but we’re still in the early innings. So which brands are already using these technologies to great effect, and what can we learn from these early adopters? How will experiential forms of video shape brand storytelling for years to come? Find out here.

Tuesday, May 8
2:30 PM - 2:50 PM
Networking Break
Tuesday, May 8
2:50 PM - 3:50 PM
Birds of a Feather Roundtables

Network and brainstorm with your peers about issues specific to your organization and yourself as you choose between 10 roundtables grouped by company size and type. These free-form, moderated discussions are the perfect opportunity to share knowledge, collaborate on challenges and network with your peers. The roundtables will proceed in two 20-minute durations, allowing attendees to sit in on a couple of separate topics, and at the end, the moderators will share one key “Shake-away” from each group with the audience.

Choose from:

  • Nonprofit
  • Government
  • B2B
  • B2C
  • Small organizations
  • Large organizations
  • Marketing
  • Traditional PR
  • Beginning Social Media Pros
  • Advanced Social Media Pros
Tuesday, May 8
4:30 PM - 7:30 PM
Off-Site Networking Activities

We’ve lined up three activities for you to choose from, and we’re hoping you’ll partake in the opportunity to explore Atlanta with your Shake-Up peers!

  • Atlanta Aquarium Visit: Take in the aquatic beauty of one of the United States’ most popular aquariums during a visit to this local must-see destination.
  • Sip and Paint: Explore your inner artist while enjoying a glass (or two!) of wine with fellow Shakers.
  • Yoga: Looking for some flexibility in your life? Join your peers for Downward Dog and Savasana during this relaxing yoga session. Namaste!
Tuesday, May 8
8:00 PM - 11:00 PM
80's Party

Wednesday, May 9

Wednesday, May 9
7:30 AM - 8:30 AM
Breakfast
Wednesday, May 9
8:30 AM - 9:20 AM
General Session: When Brands Take a Stand in a Highly Polarized Age

More than half of Americans believe companies should tackle socio-political issues, but is it right for your brand? This session will explore how brands raise awareness of social issues, take stands and engage their audience on behalf of specific causes. We’ll look at the wins and the mistakes.

You’ll learn how to:

  • Create a socially and culturally relevant campaign without pandering
  • Ask the right questions before taking a stand
  • Leverage real-life campaigns that have succeeded and avoid the pitfalls of those that didn’t
  • Back any social campaign with meaningful action
Wednesday, May 9
9:30 AM - 10:20 AM
Case Studies: Snapchat vs. Instagram Stories: The Debate

Not all platforms are created equal. In this session, advocates of each platform will throw down as they debate the best fit for your brand. We’ll use real-world examples to look at the common attributes of successful Stories on each platform—but more importantly, we’ll parse factors such as user base, ease-of-use and functionality in a point/counterpoint format. Confused about which channel to use? You won’t want to miss this session.

You’ll learn how to:

  • Choose the right platform for your brand based on demographics, functionality and ease of use
  • • Target the most important KPIs to measure the success of your stories
  • Leverage real-world examples of stories that resonated on each platform
  • Strike the right tone for your audience
Wednesday, May 9
9:30 AM - 10:20 AM
Interactive: Bot Chat: How Artificial Intelligence Will Revolutionize Marketing

While chatbots are the most prominent example of AI in practice, that’s just scratching the surface. The technology holds the promise of helping communicators do things they can’t undertake themselves, such as using predictive analytics to target messages with even more specificity than is done today. In this interactive session, our panelists will look at how some brands employ AI-based chatbots and detail the AI revolution to come.

You’ll learn how to:

  • Emulate best practices with chatbots, and how top brands are using them to connect directly with audiences
  • Give your bot a human, conversational voice
  • Find the resources needed to build your own Facebook Messenger bot
  • Understand where AI will take us in the future
  • Avoid common pitfalls using real-world case studies
  • Wednesday, May 9
    9:30 AM - 10:20 AM
    Shakers on a Panel: All in the Family: Integrating Marketing, PR and Sales, Without a Ruckus

    Ask the sales, PR and marketing departments to devise their own social media strategies, and chances are you’ll get three wildly different visions. But while silos have always existed, they are harder to ignore today because the connected customer expects a unified experience. So how can you build a truly integrated communications team that projects a common brand identity? Our panel of silo-busters will discuss how their organizations successfully integrated and how you can too.

    Wednesday, May 9
    9:30 AM - 10:20 AM
    Social Jams: Short-Form Video: Making an Impression in 10 Seconds or Less

    As attention spans shrink, brands are embracing the quick-hit tactics of 10-second (or less) clips to preserve and bolster their relevance. But as you struggle to say more in less time, how can you cut through the social media clutter to deliver short-form videos that make a deep impression? What tips and tricks turn a quick hit into a lasting impression?

    In this panel, you’ll learn how to:

    • Choose social media platforms are best suited for your target demographic
    • Connect with viewers using visual storytelling elements that work
    • Measure results and communicate success to senior leaders
    • Entertain and inform without sacrificing brand awareness
    • Find the editing tools and equipment that get thumbs up from pros
    Wednesday, May 9
    10:30 AM - 10:50 AM
    Networking Break
    Wednesday, May 9
    11:00 AM - 11:50 AM
    Case Studies: Social Selling Success: How B2C and B2B Brands Can Master the Customer’s Digital Journey

    For many businesses, leads and sales are primary KPIs. But before you can track sales, you have to generate them—and standing out from the crowd on social media is no easy task. You need to know who your audience is and what platforms they’re using. You need to blend in by using the platform the way your consumers do. And beyond all of that, you need to understand and become a part of their path to purchase. In this session, we’ll focus on how top brands are using social to pump up the metric dearest to your CEO’s heart—sales.

    You’ll learn how to:

    • Close the gap between sales and marketing efforts
    • Decide which networks to emphasize
    • Strike the right tone between persuasive and pushy
    • Capitalize on examples of brands selling on Facebook, Twitter and Pinterest
    • Repurpose your content, and user-generated content, to build brand equity
    • Use LinkedIn to acquire valuable info about potential customers
    Wednesday, May 9
    11:00 AM - 11:50 AM
    Interactive: How I Won the Hearts of Thousands of Fans Through My Podcast

    Many brands have jumped into podcasting with gusto, and many more are waiting in the wings. But how many brands are actually doing it well? And how many are making a big impact on their bottom lines? In this session, popular podcasters will discuss the challenges and opportunities of audio storytelling, how to balance business objectives with content, and how to build an audience that keeps coming back for more.

    You’ll learn how to:

    • Generate content ideas for your podcast
    • Leverage qualitative and quantitative metrics to make your podcast more effective
    • Record, edit and promote your podcast
    • Choose the best hardware and software—for the right price
    • Schedule content to ensure consistency and relevance
    • Use iTunes, Soundcloud and other platforms to extend your reach
    Wednesday, May 9
    11:00 AM - 11:50 AM
    Shakers on a Panel: Prove Yourself: 5 Ways to Win Budget for Social From Skeptical Senior Leaders

    Don’t just lament about your social media team’s lack of budget, headcount or support. Do something about it by connecting the dots and proving tangible business results to the senior leaders who can get you the resources you need. In this session, you’ll take away five proven strategies of how to frame the discussion and speak their language to get more headcount and budget for social.

    You’ll learn how to:

  • Demonstrate the impact your efforts have on your company’s bottom line
  • Produce a compelling measurement report that clearly communicates the ROI of social
  • Set realistic KPI goals—and exceed them
  • Tell your story and manage expectations from senior leaders and clients
  • Use native and third-party analytic tools for Facebook, Twitter, Snapchat and Instagram
  • Wednesday, May 9
    11:00 AM - 11:50 AM
    Social Jams: Shhhhh: How to Use Social Listening to Sharpen Your Content

    While many analytics tools attempt to measure sentiment and evaluate social media posts and engagement through social listening tools, it’s a famously elusive metric. But monitoring your brand’s activity and translating that information into better content and a bigger following can be the difference between failure and success. Only the most savvy communicators come close to mastering this fine art. Our panel of expert communicators will show you how to:

    • Translate real-time data and analytics into actionable initiatives
    • Get a handle on your brand’s reputation on all of the major social channels
    • Use social listening tactics as an early crisis warning system
    • Strike the right tone in responding to complaints and compliments—and decide whether it’s worth it
    • Employ visual social listening strategies for images and videos
    Wednesday, May 9
    12:00 PM - 1:00 PM
    Networking Lunch
    Wednesday, May 9
    1:10 PM - 2:00 PM
    Case Studies: Paid Social Strategies That Won’t Break the Bank

    As organic reach becomes more and more difficult to achieve, a paid social strategy that optimizes your budget—and proves its value without breaking the bank—is critical. What are the most effective paid strategies and how do they differ for Facebook, Twitter, Instagram and Snapchat? In this session, communicators will walk you through the content strategies that have produced the best ROI for each platform.

    You’ll learn how to:

    • Determine the most effective platform for your message
    • Create custom audiences and use interest areas to reach new users
    • Measure the ROI of your paid campaign, and communicate that to the C-suite
    • Test different creative elements and target audiences before you buy
    • Use marketing automation to ensure you hit your ROI
    Wednesday, May 9
    1:10 PM - 2:00 PM
    Interactive: Why You Need to Build a Real Time Brand Newsroom Right Now

    Your brand’s best stories can no longer rely on traditional communications paths or journalists willing to fish through a mountain of email to find your latest press release. And that’s why more brands are simply writing their own stories and making them stick with consumers. In this panel, we’ll hear from communicators whose brand newsrooms are models to emulate.

    You’ll learn how to:

    • Seed content through social, email and paid distribution
    • Consistently develop fresh stories for journalists and customers
    • Become a definitive resource for company information and news
    • Build a team that can respond to real-time opportunities and news events
    • Create a measurement strategy to understand what content is effective
    Wednesday, May 9
    1:10 PM - 2:00 PM
    Shakers on a Panel: Marketing Automation: The Good, the Bad and the WTF

    Automating repetitive tasks can efficiently convert prospects into customers, and customers into fans, with useful content and personalized messages. But this marketer’s dream can also quickly turn into a nightmare when brands view automation as a quick fix detached from an overall strategy. In this session, marketers will discuss their automation successes and lessons learned—detailing the mistakes they made (so you don’t have to).

    Wednesday, May 9
    1:10 PM - 2:00 PM
    Social Jams: 10,000 Followers and Growing: Vloggers and Bloggers Reveal Secrets of Solo Success

    Learn from top video personalities and all-star bloggers about how they found their voice and their audience. Whether you’re looking to take the blogs or vlogs of your company’s leadership to the next level or want to grow your own personal brand, you can’t miss this spirited session of pro tips and tricks from some charismatic characters that were born to be viral.

      You’ll learn how to:

    • Choose the appropriate platform for your brand’s blog or vlog
    • Determine post frequency and management
    • Generate serialized and one-off content that captivates your target audience
    • Drive traffic and make your vlog or blog easily discoverable
    • Create buzz around your content through targeted promotion
    Wednesday, May 9
    2:10 PM - 3:00 PM
    Case Studies: Multiplier Effect: How to Spin Employee Engagement Into Marketing Gold

    Your employees can be your best brand ambassadors on social. But employee advocacy programs require much more than just log-in information: You need to set and communicate clear objectives, align the right resources and build a corporate culture that encourages the multiplier effect. Whether you’re just starting a program or are looking to refine a current one, you won’t want to miss this session of social media HR pros offering real-world case studies of success.

    In this session, you’ll learn how to:

    • Create and educate staff on social media guidelines
    • Get employee and executive buy-in
    • Identify the best candidates in your workforce for account takeovers
    • Track the right metrics to measure effectiveness and adjust on the fly
    • Build and motivate your team of ambassadors
    Wednesday, May 9
    2:10 PM - 3:00 PM
    Interactive: The Un-Session

    The Un-Session is user-generated content in the flesh. During this session, you’ll join a cross-section of the day’s top speakers for a spirited, informal chat free of PowerPoint presentations and case studies but heavy on interaction. Every member of the audience can become a part of the show by asking burning questions and sharing their challenges—as well as their knowledge—with other members of the Shake-Up community.

    Wednesday, May 9
    2:10 PM - 3:00 PM
    Shakers on a Panel: Army of One: How Small Organizations Can Cover the Social Waterfront

    For many small organizations, the social media team is an army of one, trying to be all things on all platforms. In this session, social media pros from smaller organizations will teach you to overcome the challenge of being a one-person department, sharing strategies and tactics key to ensuring you’re well represented, and responsive, across the social media universe.

    You’ll learn how to:

  • Crowdsource video clips and other user-generated content
  • Identify and employ brand ambassadors
  • Create cost-effective content via royalty-free images and sounds
  • Automate some previously time-consuming tasks
  • Effectively clone yourself
  • Wednesday, May 9
    2:10 PM - 3:00 PM
    Social Jams: Digital TLC: Using Social Customer Care to Win Brand Loyalists

    With all social media activity now public for the world to see, it’s more important than ever to monitor all interactions and respond in the right way. In fact, social media has become the new customer call center—and customer service is the new marketing. In this session, some of the most influential practitioners of social customer care will offer insights into the way they handle issues great and small—and how you should to.

    You’ll learn how to:

    • Effectively manage your brand’s customer service on social media sites
    • Use social care as a modern-day customer call center
    • Use bots and messaging apps to improve your customer service
    • Build the right social media customer service team
    • Identify the customer experiences that will get amplified on social media
    • Encourage your customers to leave online reviews
    Wednesday, May 9
    3:00 PM - 3:20 PM
    Networking Break
    Wednesday, May 9
    3:20 PM - 4:20 PM
    Birds of a Feather Roundtables

    During this general session, you’ll network and brainstorm with your peers, with a choice of 10 topics, from crisis management to Snapchat. These free-form, moderated discussions will proceed in two 30-minute durations, allowing attendees to sit in on a couple of separate topics. At the end, the moderators will share one key “Shake-away” from each group with the audience.

    Among the topics:

    • Podcasting
    • Crisis management
    • Social media analytics
    • Media relations
    • Paid social
    • Video
    • Facebook
    • Twitter
    • Snapchat
    • Instagram
    Wednesday, May 9
    4:20 PM - 4:50 PM
    Closing General Session/Shake-up Finale: What’s Next? Social Media Tactics That Will Define 2019

    No Results.

    At The Social Shake-Up