This document summarizes a webinar on creating a 24/7 customer experience through social media partnerships. It introduces four speakers: Paul Dunay, an expert in B2B marketing; Bruce Dembecki from LiveWorld on social media moderation; Michael Rose from Polycom on corporate communications; and Chad Mitchell from Walmart on digital communications. It then covers topics discussed including social media strategies, moderation, engagement, measuring success, and how social media supports customer service. Live Q&A was also taken from the audience.

1. Your Customer Experience Never
Sleeps: Creating a 24/7 Partnership
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Thank You to Our Sponsor
@LiveWorld

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Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and
creating buzz for leading technology, consumer products, financial services and professional services organizations.
Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook
Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay
Bruce Dembecki. A 20-year veteran in marketing technology development and implementation, as Vice President, Moderation
Services at LiveWorld, Bruce translates our clients’ business objectives into technology architecture and operational
implementation. His roles at LiveWorld trace back to 1994, as an eWorld community host (a volunteer effort separate from his
role at Apple Australia), then managing the Talk City host team, developing our chat technology, designing our event system,
and managing as Vice President and General Manager our Live Events business in the late 1990s. @zbeeb
Michael Rose joined Polycom in August 2010 as the Director of Corporate Communications for the Asia Pacific region out of
Singapore. In December 2014 Michael moved from Singapore to California to take on the role of Senior Director of Global
Corporate Communications. He has led the launch of Polycom’s thought leadership program on the workplace of the future,
focusing on workspace, user experience and workflow. Prior to Polycom Michael was the Managing Director of Ogilvy PR in
Singapore from 2000 to 2005. In 2005 Michael opened his own PR consultancy in Singapore and Malaysia. Michael has worked
with many global brands including IBM, Nokia, Polycom, Dell, Nestle, Proctor and Gamble, Sony and more. @MichaelRoseAsia
Chad Mitchell is Senior Director of Digital Communications at Walmart. Positioned within Walmart’s Corporate Affairs division,
he and his team are responsible for managing and supporting all aspects of Walmart’s corporate digital presence, including the
corporate website and blog, social media platforms, and email communications both internally to associates and externally to
customers. They are charged with managing and protecting Walmart’s corporate digital reputation, both reactively and through
proactive influencer outreach. @cmmitchell4
Our Speakers

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7. © Polycom, Inc. All rights reserved.
Michael Rose, Senior Director, Global Corporate Communications, Public
Relations and Customer Marketing

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Measuring EngagingListening
 Content Strategy  27 Global Web Properties  Social Campaigns  Trend-Jacking

9. PAGE 9
#PolycomHowTo:

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Social Driving Relevancy

11. PAGE 11
Social Media Supports Customer Service
Polycom Response
Polycom Co-founder
Responds
Customer Request
Via Twitter

12. Bruce Dembecki,
VP of Moderation Services
LiveWorld
Strategy • Moderation • Engagement • Insight
Paid Social Media Advertising & Promotions

13. 13Confidential 13Confidential

16. Workflows exist, use them
Don’t reinvent your processes for Social.
Get Social to fit your CS workflow.
Use tools that fit with what you do, don’t
change what you do to fit the tools.

17. Typical Clients of Moderation
1. “Hated Companies” or High Volume
2. Regulated Industries
3. Global Brands
United Airlines is a High Volume client
Content is filtered from multiple sources,
content requiring CS attention is escalated
to the appropriate CS agent.
At the same time social content is
identified for Marketing and Corp.
Communication’s attention.

19. #SMTLive
Paul Dunay is an award-winning B2B marketing expert with more than 20 years’ success in generating demand and
creating buzz for leading technology, consumer products, financial services and professional services organizations.
Paul is the author of five “Dummies” books including Facebook Advertising for Dummies (Wiley 2010), and Facebook
Marketing for Dummies 3rd Edition (Wiley 2012). @PaulDunay
Bruce Dembecki. A 20-year veteran in marketing technology development and implementation, as Vice President, Moderation
Services at LiveWorld, Bruce translates our clients’ business objectives into technology architecture and operational
implementation. His roles at LiveWorld trace back to 1994, as an eWorld community host (a volunteer effort separate from his
role at Apple Australia), then managing the Talk City host team, developing our chat technology, designing our event system,
and managing as Vice President and General Manager our Live Events business in the late 1990s. @zbeeb
Michael Rose joined Polycom in August 2010 as the Director of Corporate Communications for the Asia Pacific region out of
Singapore. In December 2014 Michael moved from Singapore to California to take on the role of Senior Director of Global
Corporate Communications. He has led the launch of Polycom’s thought leadership program on the workplace of the future,
focusing on workspace, user experience and workflow. Prior to Polycom Michael was the Managing Director of Ogilvy PR in
Singapore from 2000 to 2005. In 2005 Michael opened his own PR consultancy in Singapore and Malaysia. Michael has worked
with many global brands including IBM, Nokia, Polycom, Dell, Nestle, Proctor and Gamble, Sony and more. @MichaelRoseAsia
Chad Mitchell is Senior Director of Digital Communications at Walmart. Positioned within Walmart’s Corporate Affairs division,
he and his team are responsible for managing and supporting all aspects of Walmart’s corporate digital presence, including the
corporate website and blog, social media platforms, and email communications both internally to associates and externally to
customers. They are charged with managing and protecting Walmart’s corporate digital reputation, both reactively and through
proactive influencer outreach. @cmmitchell4
Our Speakers

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Thank You to Our Sponsor
@LiveWorld

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Win a Free Ticket to The Social Shake-Up!
#SMTLive Audience: Tell us why you want to go to
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win.
Tweet: “I want to go to #socialshakeup15
because…”

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Upcoming Webinar
May 21st
From Data to Decisions:
Using Social Insights for Better Campaigns
Featuring:
Andrew Ashton, Chris Kerns and Robin Carey