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The Aftermath of the Pandemic: How Customer Care Has Changed

An expert webinar with Brooke Sellas & Mark Schaefer

Brooke Sellas
Mark Schaefer

About this webinar

The pandemic forced us into an “era of unintended consequences,” according to Mark Schaefer. Nobody could accurately forecast what was going to happen when the crisis unfolded and now that we are coming out, it may take a generation to accurately see the long-term impacts of new consumer habits becoming permanent behaviors.

Three quarters of Americans changed their shopping behavior since COVID-19 began, around 40 percent say they have changed brands, with the level of brand switching doubling in 2020 compared to 2019.

What separates you from your competition is increasingly world-class customer experience. So, isn’t an investment in world-class customer care an unmissable opportunity in this competitive environment?

What to expect

World-renowned marketing strategist Mark Schaefer, along with Brooke Sellas, CEO of B Squared Media (a social-first customer care agency), want to share their expertise with you. If you consider the rise in customer complaints and the impact on loyalty and word of mouth marketing, you could easily argue that online customer care might be the highest marketing priority for 2021 and beyond.

Our webinar will look at the aftermath of the pandemic and its impact on online service. By examining the new trends and current events, we will establish the state of the nation of customer care.

What you’ll take away

In this webinar, you’ll learn about how customer care has changed in the aftermath of the pandemic, including the five major areas that have put online customer care front and center in the war for loyalty.

  • The eCommerce surge
  • Remote work and labor availability
  • Supply chain disruptions
  • Privacy trends/social intelligence
  • A growing number of disgruntled consumers

You will also find out what companies can do to improve their customer service with real-world case studies from clients of B Squared Media.

Brooke Sellas & Mark Schaefer

About the Presenters

Brooke B. Sellas founded B Squared Media in May of 2012 with the marketing mantra: Think Conversation, Not Campaign.™ She has 15+ years of marketing experience, with over ten years focused specifically on social media marketing. She has taught social media classes as an adjunct professor at elite universities such as NYU and Baruch College. As a speaker, Brooke has commanded the stage at some of the largest and well-known marketing events from coast-to-coast, including Social Media Marketing World, Agents of Change, and Content Jam.

Brooke was awarded one of New Jersey’s ‘Top 25 Women Entrepreneurs & Brand Builders’ by LWE and New Jersey Monthly magazine, as well one of the ‘Top 50 Social Media Marketing Influencers’ by TopRank Marketing, and B Squared Media won Sprout Social’s ‘Partner of the Year’ Award.

Mark Schaefer joined B Squared Media as the Chief Operating Officer in May of 2020. A globally-recognized marketing consultant, Mark will be overseeing the company’s expansion strategy and rapid growth. He is one of the world’s leading marketing authorities, keynote speakers, and the author of eight bestselling books about digital marketing including KNOWN and Marketing Rebellion.

Mark is also a faculty member of Rutgers University and the Director of Schaefer Marketing Solutions. This work includes his blog {grow}, which is one of the top-rated marketing blogs in the world. His past clients include notable brands like Adidas, Johnson & Johnson, Dell, Pfizer, The U.S. Air Force, and the UK Government.

Together, Brooke and Mark host of one of the world’s top business podcasts, “Marketing Companion.” The podcast is listed as one of the top 10 marketing podcasts on iTunes.

Don’t miss this opportunity to join these marketing industry titans for this informative webinar!

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