CX and Sales Enablement Community – Virtual Meeting
Topic: Customer Experience and Crisis Management
Facilitator: Dan O’Keeffe, CEO & President
With the CoronaVirus threat looming, global data security breaches, and natural disasters, many companies are having to alter their messaging platforms and consider the effects of an outside threat on their customer base.
Customer experiences have also evolved in leaps and bounds in the digital era with many options and avenues to provide feedback, reviews, and sometimes backlash. We can draw many parallels between the process of crisis management and managing negative customer experiences.
In this interactive session Dan O’Keeffe, CEO & President of O’Keeffe PR and Marketing Solutions, walks us through several examples of companies managing crises, and then brings it back to how this can play out in a marketing function in both B2B and B2C settings.
Dan O’Keeffe is an experienced writer, editor and public relations professional with more than 20 years experience in industries ranging from data science, technology, professional services and pet products to economic development and restaurant & hospitality.
Dan started his career as a writer for Ralston Purina’s corporate communications department in the early 1990s. Today, he specializes in helping organizations “tell their stories” and think strategically around how they position their brands, products and services with existing and new target audiences—both external and internal. Dan also advises small to large organizations and business and non-profit leaders on how to prepare for and respond to media inquiries during times of both boom and crisis.
Dan graduated from The University of Missouri-Columbia with a Bachelor of Journalism degree, and early in his career worked as a newspaper and magazine reporter and editor. He serves on the advisory boards of Film Cincinnati and The Circuit, served on the board of The Visiting Nurse Association of Greater Cincinnati and the Advisory Committee of the Professional Leadership Network, co-founded the Institute for Social Media at Cincinnati State, served on the Marketing Committee for the Association for Corporate Growth, served on the advisory board of the Northern Kentucky Chamber of Commerce, and was named a Gentleman of Style and Substance by Cincinnati Magazine and the Cincinnati Parks Foundation.
About this Community: The CX and Sales Enablement Community delivers a forum on the 3rd Tuesday of the month where Cincinnati and NKY leaders review and discuss how to influence customer experience, improve sales results, increase Marketing ROI, drive integration and expand innovation, with levers spanning people, process and technology.
Thanks to our event partner!