The Strategic Peacock

I work with a variety of companies — big, small, retail, non-profit — but regardless of who their audience is, they all have a responsibility to deliver a customer experience that not only meets the needs of the community, but aims to exceed it by listening and responding accordingly. That’s where I come in. In addition to lending an extra set of ears and eyes to monitor what their community is saying about them and their experiences, I consult about how best to follow up and address concerns or negative comments expressed online (or off).

It’s no mistake that the companies that are the most successful or show the most potential in their industry are usually the best at providing a great customer experience. I have two clients in particular that “get” customer service and I love to watch them deliver. There is a misconception that companies who deliver great customer experiences are perfect. They aren’t. Sometimes orders get messed up or customers have trouble navigating the website. It doesn’t happen often, but it when it does, these companies learn from it and work to make it better. Read more…

On Friday, April 27 I’ll be presenting at the Social Media Club Knoxville’s Social Slam 2012. This year, Social Slam aims to showcase the brightest new voices in the field by offering several innovative panels and “slams” that will put a spotlight on up and coming thinkers in social media marketing. I am honored to be a part of one these panels – 50 Huge New Ideas in 50 Minutes – at which I’ll be discussing 10 big ideas on Community Management in 10 minutes.  Read more…

The other day I was a guest speaker at a meeting of the National Association of Professional Women’s Fairfax County chapter. I was there to discuss the role of the community manager. Though we were in a private room in Bertucci’s restaurant, I had to speak over the din of the lunchtime crowd to a group of self-employed women covering a wide variety of industries and skills sets. It was safe to assume that while most were active in social media in one way or another, they all found it to be a chore and perceived it as something they had to do in order to stay relevant in the marketplace. Read more…