Social media has drastically changed the way customers interact with corporations. This presentation from the LIMRA Social Media Conference takes a look at the history of online customer service, how it has evolved – and what social media marketing can do to help protect brands and avoid a high-profile public meltdown when a customer complaint goes viral.

Written for social media management within the financial services and insurance industries, the social media marketing presentation looks at the process from the viewpoint of corporate marketing, customer service, the local producer and the customer, and offers insights and best practices in the social media management of customer service.

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