(PRWEB) March 07, 2014
Social customer experience will be front and center when experts from newBrandAnalytics (nBA) take the stage at the 2014 South by Southwest Interactive Festival (SXSW), held March 7-11 in Austin, TX.
nBA leaders will deliver two presentations at the prestigious festival, which features sessions and panels from the brightest minds in emerging technology and digital creativity. Now in its twenty-first year, SXSW Interactive has established a global reputation as the most exciting place to preview the best in tomorrow’s consumer and business technology.
newBrandAnalytics’ highly anticipated sessions will discuss different ways that organizations can use social media to improve the customer experience. The company’s innovative approach to customer experience management taps into insights from social media reviews to help organizations of all kinds better understand the consumers they serve.
“Why Squeaky Wheels Are Good for Business," presented by nBA cofounder Kam Desai, will discuss why retailers, hoteliers and restaurants should embrace negative social media feedback, not run from it – because what's driving a cranky community crazy also speaks volumes about how to win their loyalty. Desai will share his expertise on the ways that a “squeaky wheel” can ruin a brand and discuss practical ways to turn online criticism into a better business model.
For more than a decade, "taxation without representation" has been a rallying cry in Washington D.C. But while the District still hasn’t achieved statehood or a vote in Congress, its citizens are being heard in a new way – through social media. In their joint session, “Representative Democracy in a Social Media Era,” D.C. Mayor’s Office social media manager and press officer Matthew Desjardins and newBrandAnalytics exec Zach Boisi will discuss the groundbreaking Grade.DC.Gov initiative and share what it’s taught us about the power of social voice to effect political change.
“We are incredibly proud to be featured among the amazing roster of big thinkers, technology disruptors and social change agents participating in SXSW Interactive,” said Kristin Muhlner, CEO of newBrandAnalytics. “It’s an honor to have not one, but two panels selected out of more than 3,000 applications that were submitted this year, and we look forward to leading challenging, thought-provoking and rewarding discussions about the power of social media to shape customer relationship management for organizations of every kind.”
SXSW attendees interested in joining newBrandAnalytics’ sessions can find them here:
What: Why Squeaky Wheels Are Good for Business
Consumers know that complaining online gets results, and companies are so terrified of going viral for the wrong reasons (see: the Amy’s Baking Company Facebook meltdown, KFC’s viral rats video, BP’s parody Twitter account) that they’ll do pretty much anything to avoid becoming the next social media punch line. In reality, a cranky community can actually be good for your business - because what's driving those online haters crazy also speaks volumes about how to win their loyalty. This session will discuss how “squeaky wheels” can ruin a brand - and how savvy businesses can be inspired by them instead.
When: Sunday, March 9, 12:30 p.m. - 1:30 p.m. CT
Where: Sheraton Austin, Capitol View South, 701 E 11th Street
Who: Kam Desai, cofounder, newBrandAnalytics
What: “Representative Democracy in a Social Media Era”
One year into the groundbreaking Grade.DC.Gov initiative, what have we learned about the power of social voice to effect political change? This session will talk about the ways that citizens and consumers can empower their communities by making their voices heard online… and why writing to your congressman might soon be passé.
When: Tuesday, March 11, 11:00 a.m. - 12:00 p.m. CT
Where: Austin Convention Center, Room 5ABC 500 E Cesar Chavez Street
Who: Matthew Desjardins, social media manager and press officer, Executive Office of the Mayor, Government of the District of Columbia
Zach Boisi, newBrandAnalytics
newBrandAnalytics delivers social customer experience solutions that help companies win – and keep – market share while improving overall operational performance. newBrandAnalytics’ unique approach extracts targeted, local insights from volumes of unstructured social media data, pinpointing specific ways your company can meet and exceed customer expectations to create lifelong brand evangelists. The company serves clients across food and beverage, hospitality, retail, and government industries, including Five Guys, Hyatt, Chili’s, Darden, Dick’s Sporting Goods, the District of Columbia and many more. To learn more, please visit http://www.newbrandanalytics.com or @nBrandAnalytics.