Social Pros Greatest Hits - How Comcast Interacts With Customers on Social Media 6 Million Times Each Year
Release Date: 07/03/2020
How the Consumer Product Safety Commission Adds Hope to Social
Social Pros Podcast
Joseph Galbo, Social Media Specialist at the U.S. Consumer Product Safety Commission, is a certified friend of the Social Pros podcast! We’re thrilled to have him back as a third-time guest on the show to talk about his work at CPSC and his tips for making safety content fun and engaging. Full Episode Details How do you take something like product safety information and turn it into a library of fun, interesting, and entertaining content? Well, Joseph Galbo, Social Media Specialist at the U.S. Consumer Product Safety Commission, shares his secrets in this episode. We hear a rundown of what...
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Why Social Needs a Seat at the Leadership Table
Social Pros Podcast
This episode with Fractional VP of Social Media at Social Proof Agency, Robyn Nissim, is a masterclass in social media. Hear about her journey from in-house roles to fractional work, the importance of investing in social media, and much more. Full Episode Details This episode welcomes Robyn Nissim, who shares her journey from Head of Social at big brands such as Alo Yoga and Anastasia Beverly Hills to her current role as Fractional VP of Social Media for a variety of brands. Robyn reflects on the pivotal shift towards a digital-first approach and emphasizes the importance of adapting in...
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How an Ivy League Uses a Social-First Approach to Build Community
Social Pros Podcast
How does an Ivy League school manage its social media with a small team? We asked Maya Wesby, Social Media Manager at Harvard Graduate School of Education, for some insider insights into her role on this week’s Social Pros. Full Episode Details With a small social media team consisting of Maya Wesby (Social Media Manager) and a student intern, a key part of Maya’s role is wearing many different hats. While challenging, Maya’s realm of responsibility includes creating social-first content for multiple platforms, videos, editorial content for the website, and even a podcast on top of it...
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Orcas, Community, and Social Culture
Social Pros Podcast
HeyOrca, the uniquely named social media scheduler, is one to keep an eye on for some community-driven content inspiration. Their CEO, Joe Teo joins this episode of Social Pros to share his vision behind collaborative work, building a community, and the story behind the name HeyOrca. Full Episode Details Joe Teo is the CEO, aka “Chief Executive Orca,” at HeyOrca, a social media scheduler built to make collaboration between social teams simpler. He joins the Social Pros podcast to share his philosophy on a community-first approach to social media and advice for social pros to lean into the...
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How Planoly Empowers Creators to Evolve on Social
Social Pros Podcast
Social media for brands has evolved and a big driver of the shift has been the emergence of the creator economy. Audiences resonate with organic, user-generated content on a level rarely seen with other strategies. To talk more about how creators can evolve on social, we welcomed Katelyn Sorensen, the CEO of Planoly. Full Episode Details Planoly is the first social media management tool built by creators, for creators, and CEO Katelyn Sorensen shares her story on the podcast. In this episode, we hear how Planoly helps creators manage their content more effectively and how it partners with...
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Greatest Hits: How DoctorJonPaul Became a Trailblazing Creator
Social Pros Podcast
Are you ready to build a brand and become a creator? Then this episode of Social Pros is for you. We revisited one of our favorite episodes from 2023 with DoctorJonPaul. They are the Executive Producer of the BFF: Black, Fat, Femme Podcast, a writer, media critic, speaker, educator…and the list goes on. Hear their secrets to balancing it all while staying grounded. Full Episode Details It’s hard to explain everything DoctorJonPaul, Executive Producer of the BFF: Black, Fat, Femme Podcast, achieves with their content, but it’s an inspirational feat. DoctorJonPaul...
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How to Be a Higher Ed Marketer with Bart Caylor
Social Pros Podcast
Higher education may have been slower to adopt modern marketing practices and technology like AI, but higher ed marketer Bart Caylor is on a mission to change that. As President and Founder of Caylor Solutions and The Higher Ed Marketer, Bart joins the Social Pros podcast to share his lessons on the best marketing practices for higher ed. Full Episode Details Bart Caylor, President and Founder of Caylor Solutions and The Higher Ed Marketer, predicts a declining demand for higher ed in the future, meaning schools will face greater competition for a smaller pool of...
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The State of Creators, Agencies, and Influencers with Nathan Jun Poekert
Social Pros Podcast
Brands and agencies are increasingly using influencers and creators to collaborate on social media content, but it’s still a brand new world for many in the social media space. Nathan Jun Poekert, Fractional Head of Social & Consultant, Founder of JUN Social, joins us on the Social Pros podcast to share his take on the current landscape of influencer marketing and collaborating with creators. Full Episode Details For influencers/creators and agencies to work in harmony, both sides may need to evolve in one way or another. This is one of the top takeaways from...
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Why Focus is the Path to Success with Justin Tse
Social Pros Podcast
Content creators each have their own journeys and secrets to success, but for Justin Tse, content creator and CEO of Feature Media, it’s all about staying focused and consistently creating content that you love. Full Episode Details Two years since he was last on the show, Justin Tse, content creator and CEO of Feature Media, joins us on this episode of Social Pros to share some insights into how to succeed in content creation. Justin explains how he’s able to stay focused and invested in his own work while maintaining a healthy audience in multiple niches....
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How a Social Pro Pivoted from Sports to Startup Success
Social Pros Podcast
If you're in the market for career advice, this is the episode of Social Pros you need. We speak to Eric Stark, co-founder and President at Slate who provides some excellent reminders on how to be a decent human being, a great colleague and ultimately progress in your career. Full Episode Details This week’s guest is Eric Stark, Co-founder and President at Slate, and previously with the NFL in several different capacities. He joins this episode to tell us about his transition from working in social for a massive organization like the NFL to launching and running his...
info_outlineOn this special encore episode of the Social Pros Podcast, we’re joined by Lisa Blackshear, Sr. Vice President of Communications, Digital Media at Comcast, to talk about how to build and manage an incredible social care team.
Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:
Full Episode Details
Create Authentic Social Care Teams
Providing outstanding customer care has never been easier thanks to social media. Before the internet, a telephone call was the best way for brands to interact with their customers. Nowadays, customers are more inclined to ‘hit you up’ on social rather than choose to speak to you over the phone.
Social media customer care is critical, so how can you make sure your social care team is performing at the highest standard?
Lisa Blackshear, Sr. Vice President of Communications, Digital Media at Comcast, is our guest on this throwback episode of the show. Lisa runs what could possibly be one of the largest customer care programs in the country with over 400 agents interacting with customers and resolving issues across every social channel imaginable.
With everything going on in the world right now, having a strong customer care team in place is so important and providing genuine, human interactions is what will set you apart from your competition and keep customers coming back for more.
In This Episode:
- 05:20 - How to build an amazing social care team
- 09:17 - How engagement on social has evolved alongside customer expectations
- 14:08 - How Comcast’s social care team adapts their customer’s tone to create personal and authentic interactions
- 20:41 - How your customer care team can coordinate multiple touchpoints with customers
- 24:14 – What social channels Comcast’s social care team is most active
- 29:05 - How to use customer interactions to improve your social care team’s performance
- 32:56 - How to effectively coordinate between the social care team, communications/PR, and branding
Visit SocialPros.com for more insights from your favorite social media marketers.