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Changing Customer Behavior

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Margaux Denneulin

Customer Support Specialist @ Hubspot

  • One year working at Twitter as a Product Marketing Co-ordinator
  • Expertise in Twitter Ads, products content, talking points, and best practices
  • Two years' agency experience in creative teams
  • Master's Degree in Media Studies
  • Bachelor's Degree in Integrated Marketing & Communications

Data protection regulations affect almost all aspects of digital marketing. Therefore, DMI has produced a short course on GDPR for all of our students. If you wish to learn more about GDPR, you can do so here:

DMI Short Course: GDPR

The following pieces of content from the Digital Marketing Institute's Membership Library have been chosen to offer additional material that you might find interesting or insightful. While relevant to this module, you will not be assessed on this content.

You can find more information and content like this on the Digital Marketing Institute's Membership Library

ABOUT THIS DIGITAL MARKETING MODULE

Social Customer Service
Margaux Denneulin
Skills Expert

The Social Customer Service module presents the importance of social media as a customer service channel which can meet the needs of today's customers. In addition, other important tools which can be used to support customers are discussed, such as live chat, listening, reputation and brand management. Finally, best practice principles of social customer service are covered. On completion of this module you will: 

  • Recognize that the behavior and expectations of customers has changed and that this has implications for customer service 
  • Identify the advantages of social customer service for businesses
  • Understand the importance of digital tools (such as live chat, listening reputation, brand management etc) to support your customers
  • Be aware of the challenges for social customer care and the strategic approach to improving social customer service