Live Webinar August 23rd, 2017 – 12:00 pm – 1:00 pm  EDT
Activity Type: Education – Course or Training  1 Hour  1 PDU
Provider: American Management Association (REP 1294)

When a customer is unhappy, how you respond can make or break their relationship with your brand?

The Worldwide Customer Experience Team at Electronic Arts (EA) deals with some of the most passionate customers in the world: gamers. But something was going wrong in their conversations.

From tense interactions about sketchy network connections, to downright aggression when games ran into performance issues, the Customer Experience Team was battle-scarred.

In this session, you’ll hear how EA created an authentic brand voice, how they are turning the tables on those difficult customer conversations, and how they are re-energizing their team and reshaping their culture in the process.

You’ll leave this session knowing how to supercharge your employee experience, boost engagement, and give your people the permission, tools, and support to be themselves while representing your brand.

What You Will Learn

• How to launch an internal tone of voice in three simple steps
• Ways to use your brand values to create a voice that’s true to your brand
• Steps to rally the troops around a new initiative and push back on the skeptics
• Advice for proving your program’s success every step of the way

We encourage you to register even if you are unable to attend live; you’ll receive replay information following the event.

Presenters:

Anelia Varela (LinkedIn profile, @aneliavarela) is US Director at The Writer, came to New York  to continue to change organizations through the language they use.  Anelia helps brands like Unilever, Cisco, Google and Electronic Arts realize the power of words to change how people see them and shape their culture, and even make and save money in the process. She was foreman of the Writing for Design jury at the 2014 D&AD Awards and chaired the Advanced Learning Institute’s Strategic Employee Engagement conference in New York.

Lacy Rohre (LinkedIn profile) Sr.Manager Content Services for Electronic Art’s Worldwide Customer Experience. Lacy leads the team that writes online technical support for EA gamers, where she  cuts through the jargon and uses a clear voice to create accessible content. She has been working with words professionally for the last ten years, and has had a particular way with them for her entire life. A proud Texas native, Lacy graduated from Southwestern University.

Click to register for:
How Electronic Arts Created A Brand Voice To
Overhaul Their Customer Experience

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