WOMMA and the Society of Consumer Affairs Professionals (SOCAP International) have partnered to offer WOM-COMM, Social Customer Care. A three-week online certificate program, WOM-COMM, Social Customer Care, integrates the best practices of WOM and social media into the customer experience. Learn how to effectively leverage social media as a service and support channel that improves your business and strengthens your brand.

Upon completion of WOM-COMM, you will: • Learn to integrate social media into customer care to maximize your customer’s experience with your business and/or brand • Understand who owns social media in your company • Understand the value of brand experience across customer touch points, offline and online • Know how, when, and when not to engage with the online consumers • Know how to maintain customer care across multiple social channels • Learn to empower employees to respond to customer issues beyond the call center • Understand where your customers are aggregating online • Know how online response affects offline behavior • Know how technological developments have changed consumers service expectations

The Internet’s increasingly social nature combined with the ability to track online conversations now allows brands tremendous opportunity in leveraging social media to build brand loyalty, resolve service issues, engage directly with customers, and gather customer feedback. The customer care function is also becoming more important to online engagement. More importantly, customers want brands to participate!
According to a Cone LLC survey, 56 percent of social media users feel both a stronger connection with and better served by companies when they can interact with them through social media and over 40 percent believe companies should use social networks to solve their problems and solicit product and service feedback.

• Companies/Individuals interested in learning more about social media as a customer engagement tool
• Companies/Individual looking to improve their customer engagement efforts via WOM and social media
• Companies/Individuals looking to develop and integrate a Word of Mouth and social media customer strategy
• Individuals from the consumer affairs profession looking to advance their customer care education
• Individual looking to fulfill professional development goals
• Individual who want to make themselves more marketable in an customer-centric environment
• Companies/individuals seeking a higher level of engagement with their customers

• Courses will be conducted via webinars every Tuesday & Thursday for three weeks beginning July 26.
• Class times: 9am Pacific | 11am Central | 12pm Eastern (one hour course)
• Access to a computer and a phone is required (for webinar participation).
• Students will be required to take a midterm quiz and final quiz.
• Students are also required to take an overall course evaluation survey.
• After the completion of all six segments, students will receive the certificate.
• Courses are conducted live and are not accessible on-demand.
• Missed courses are unable to be made up (pre-approval to miss course is possible).