As many of you know, I took a new full-time position with Ultimate Medical Academy earlier this year. On top of the new job (which required relocating my tribe from the DC Metro to Tampa, FL), being a dad for a toddler required a brief hiatus from the speakers circuit. I’m pleased to announce that I’m back on tour in 2015 with the first two stops announced:

• Social Media Summit 2015 – Las Vegas – “Reputation Management: How to Listen & Engage Your Customers while Maximizing Success and Minimizing Risk”
• Social Media Summit 2015 – Chicago – “Branding & Social Media”

In Las Vegas, I’ll be hosting a two-hour workshop on engagement and listening strategies. I will also be discussing my “trademark” approach to social media – LAETER”. Here are the details:

Your customers are talking about you on the internet whether or not you’re listening. A few negative comments can cause your reputation and sales to plummet; while a happy customer can evangelize time and time again. This hands-on session will provide attendees with social listening strategies that can keep their team and their C-level executives on the forefront of what’s being said about their brand (and competitors) – and how to plan a proactive rather than reactive approach.

Takeaways include:

• Tips and tools for listening (and what to listen for)
• Using the “LAETER” approach (listen, acknowledge, empathize, triage, escalate and resolve)
• When not to respond and how to address trolls
• Adding value to your business
• Educating employees on the importance of corporate reputation on social media

For Chicago, I’ll be giving a 45-minute presentation on branding via social media:

Should you argue with your customers on Facebook? How do you draw the line between defending your business and antagonizing a troll? Your customers are talking about you on the internet whether or not you’re listening. A few negative comments can cause your reputation and sales to plummet; while a happy customer can evangelize time and time again. But not all negative comments can spell trouble. Learn how to engage unhappy customers and turn them into brand evangelists. It works and we’ll show you how. We’ll also help you spot potential land mines so that you don’t make things worse. It’s an art as much as it is a science.

Takeaways include:

• Using the “LAETER” approach (listen, acknowledge, empathize, triage, escalate and resolve)
• When not to respond and how to address trolls
• How to fight back and when to throw in the towel