Mark Jacot

A good colleague of mine has come up with a brilliant concept called Conference in a Box. Rather than travel to a hotel, why not have a conference delivered to your desk in a box. Some great content, and freebies and goodies too.

This month’s conference is all about delivering a great Customer Experience.  I’m doing one of the video slots based on my experience running a customer experience programme for a major Financial Services organisation and how I applied what I learnt in an IT Service Delivery context.

In it, I use examples from industry experts such as Toyota which you can read more about in this blog. One of the bits I did not get time to include was how to deliver great customer experience over Social Media.

One of the best examples I have found is Virgin Trains. Try following them on Twitter @VirginTrains. Here is why I think they are great

1. They are quirky and fun – adding to the Virgin culture
2. They are responsive and helpful, in my view it is the simplest and best channel to get either an answer or sort a problem
3. Its run by real people – note every tweet has initials after it so you know who you are talking to – and also look at their signing on and off tweets.

I could go on, but if you are thinking of running a twitter channel yourself, then follow them and learn from what they do.

If this is of interest, why not try out conference in a box – www.conferenceinabox.io  and improve your customer experience. Or come and visit Conference in a Box at the SIT Show – Olympia 3/4th June.