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Customer Service and Social Media: Best Practices from Best Practitioners

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Social Media Today’s Best Thinkers Series presents: Customer Service and Social Media: Best Practices from Best Practitioners Brought to you by
How to Participate • Submit your questions in the GotoWebinar presentation window • Follow along and share your thoughts on Twitter at #SMTlive
About the Moderator Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, July 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer experience. Her client roster includes several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford. In her most recent role, she was the Community Program Manager and social media strategist for Verizon. In addition, Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via New Media” class at UC San Diego and is the author of top customer service blog Customers Rock! (http://customersrock.net). #SMTlive
About the Panel Andrew is responsible for the Guest Services Social Media, Email and Office of the President teams in the Worldwide Reservations Office of Four Seasons Hotels and Resorts. In addition, Andrew also manages Four Seasons’ global guest feedback program. Michelle has been a member of the Customer Loyalty Team at Zappos.com since October, 2006. She is a member of the management team and in that role she is responsible for cultivating the culture and developing employees. Michelle holds an AA in Commercial Photography from the Art Institute of Seattle, 1995. As TELUS’ senior vice-president of Customers First Culture, Carol Borghesi is on a mission to make customer experience a sustainable competitive advantage by helping TELUS become the most recommended company in the markets we serve. Alex Schott is the manager of social media and multimedia communications at Entergy, a Fortune 500 company headquartered in New Orleans, LA. As social media manager, Alex develops ongoing social media strategies across a number of social media channels #SMTlive
Michelle Moore
Thanks for Joining Us • This webinar will be available on-demand at www.SocialMediaToday.com. Stop by to learn more and share your comments. • Connect with our panelists on Social Media Today using the search function:
Join us December 13th for… B2B vs B2C Social Media: Whither the ROI – Sandy Carter, of IBM – Paul Gillin, author of The New Influencers

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Customer Service and Social Media: Best Practices from Best Practitioners

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  • 2. Social Media Today’s Best Thinkers Series presents: Customer Service and Social Media: Best Practices from Best Practitioners Brought to you by
  • 3. How to Participate • Submit your questions in the GotoWebinar presentation window • Follow along and share your thoughts on Twitter at #SMTlive
  • 4. About the Moderator Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, July 2011). She is also the founder of Petra Consulting Group, a consultancy focused on social media and customer experience. Her client roster includes several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford. In her most recent role, she was the Community Program Manager and social media strategist for Verizon. In addition, Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via New Media” class at UC San Diego and is the author of top customer service blog Customers Rock! (http://customersrock.net). #SMTlive
  • 5. About the Panel Andrew is responsible for the Guest Services Social Media, Email and Office of the President teams in the Worldwide Reservations Office of Four Seasons Hotels and Resorts. In addition, Andrew also manages Four Seasons’ global guest feedback program. Michelle has been a member of the Customer Loyalty Team at Zappos.com since October, 2006. She is a member of the management team and in that role she is responsible for cultivating the culture and developing employees. Michelle holds an AA in Commercial Photography from the Art Institute of Seattle, 1995. As TELUS’ senior vice-president of Customers First Culture, Carol Borghesi is on a mission to make customer experience a sustainable competitive advantage by helping TELUS become the most recommended company in the markets we serve. Alex Schott is the manager of social media and multimedia communications at Entergy, a Fortune 500 company headquartered in New Orleans, LA. As social media manager, Alex develops ongoing social media strategies across a number of social media channels #SMTlive
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  • 44. Thanks for Joining Us • This webinar will be available on-demand at www.SocialMediaToday.com. Stop by to learn more and share your comments. • Connect with our panelists on Social Media Today using the search function:
  • 45. Join us December 13th for… B2B vs B2C Social Media: Whither the ROI – Sandy Carter, of IBM – Paul Gillin, author of The New Influencers