237: Peter Friedman, Customer Service Messaging Apps

Adam interviews Peter Friedman, CEO of LiveWorld, a social customer experience company, about the changing landscape of customer service messaging. The age of messaging Today Peter Friedman, CEO of LiveWorld, joins us for a fascinating update on the present and future of customer service messaging. Large brands like Walmart and American Express are leveraging new technology to engage customers like never before. Through powerful apps, businesses now engage customers every day, wherever they are, to build more meaningful relationships. “Convergence of smart phones, social media and messaging puts the point of customer experience in your hand.” -Peter Friedman But this isn’t just for big brands! Customer service messaging, as Peter explains, is helping to level the playing field. Small and medium businesses are now able to take on the big guys, but only if they’re willing to use these capabilities wisely. It’s not just about helping customers when they need you, or offering omnichannel support. It’s about creating relationships where customers are more committed, then inspiring them to become advocates. “The best experience anywhere becomes the minimum experience expected everywhere.” -Peter Friedman How will customer service messaging help create more meaningful relationships for your customers? Listen in to find out! About our guest Peter Friedman is a social media visionary and veteran with more than 30 years of experience in the space. He is the founder, Chairman, and CEO of LiveWorld, a trusted social media partner to the world’s largest brands, including the number-one companies in retail, CPG, pharmaceutical, and financial-travel services. He’s provided multiple global brands with strategic social media guidance and delivered hundreds of social media programs for them in multiple countries and languages. Prior to LiveWorld, Peter was Vice President & General Manager of Apple’s Internet Services Division, overseeing the creation and management of social media services such as AppleLink, eWorld, AOL, and Salon. During his 12-year tenure at Apple, his responsibilities also included managing Business Systems Marketing and product line management in the Macintosh division. He is also the author of “The CMO’s Social Media Handbook, A Step By Step Guide For Leading Marketing Teams in the Social Media World”—a practical tool kit and crash course in social-media-theory that helps big-brand marketing leaders learn how to strategize and execute a long-term social media plan in order to create dialogue and deepen customer relationships.  Connect with Peter Twitter LiveWorld website Related Content 360Connext® post, 5 Ways Everyone Wins with Proactive Social Media Engagement Customers That Stick® post,When Sales Does Service on Social with Phil Gerbyshak Episode 150: Phil Gerbyshak, Social Connections Episode 096: Jay Baer, Hug Your Haters We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Free Webinar On Demand Jeannie is a Certified Customer Experience Professional (CCXP) who has held highly engaging Customer Experience Mission workshops for larger audiences, and customized ones for clients with outstanding results. Sign up to learn how to start your own Customer Experience Mission, for free! Make your mission statement meaningful, both to customers and employees Ensure customer-facing employeesnot only meet, but exceed expectations Turn ordinary processes into a conduit for your mission, and positive change Steps for creating a mission your team will be proud to get behind Visit CXWebinar.com to sign up for free, and check out more free webinars!   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices