VIDEO: The Social Customer Interview with Paul Greenberg

Robin Carey
Robin Fray Carey CEO, Social Media Today LLC

Posted on October 18th 2012

VIDEO: The Social Customer Interview with Paul Greenberg

Now that social media gives customers a powerful voice, companies have to adapt to this multi-channel revolution rather than rely on traditional forms of communicating. Today's buyers understand that sales and marketing now take place in environments where data about them is readily available. But perhaps more importantly, customers have a global “bully pulpit” to communicate their feelings about your product or service -- good and bad -- in an instant. Engaging such customers requires considerable savvy and a commitment to organize your business in an entirely new way. At the recent Pivot conference on social business, Paul Greenberg, author of "CRM at the Speed of Light" and a leading analyst on CRM, spoke with me about the new phenomenon of The Social Customer.

Also, hot off the press, we’ve just completed an extensive survey about social customer service with nearly 600 respondents from around the world. Paul Greenberg, along with Brent Leary, and Becky Carroll weighed in with their insights. Leading social managers from LL Bean, Best Buy, Dell, and Jet Blue provided case studies about what they are doing at their companies. We invite you to continue this conversation with us, as well as to peruse the report, by following this link.This exclusive whitepaper provides current insight on use and effectiveness of social media tools for customer service. Paul Greenberg calls the report "One of the more valuable business studies that you'll see this or any year."

Robin Carey

Robin Fray Carey

CEO, Social Media Today LLC

In 2007, Robin Carey founded Social Media Today, LLC, one of the first companies to manage online B2B communities that connect large organizations with people they want to influence. A veteran of the big-book print media world that included Fortune, Newsweek and BusinessWeek, she had built her reputation on architecting powerful strategies that delivered to blue-chip corporate clients and their agencies ways to corral and connect with their customers, and equally importantly, their customers’ trusted influencers. As traditional media went digital, and the internet went social, Robin was one of the first to realize that the emerging social media platforms offered huge promise to corporations seeking to interact directly with, and learn from, their customers, their employees, and experts from the Ivy Towers, the Street and the Hill.

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