The other day I got to thinking about The ‘C Titles’ – You know – Chief Financial… Chief Executive…Chief Information Offer.. etc – the superlative reserved for the most senior executive in a department. Over the last little while it feels like every line of business has elevated at least one of their own to have a ‘Chief’ title. Occasionally you still come across someone who understands that the ‘Chief’ anything officer isn’t just about being the most senior – it’s about being the most accountable – and the most engaged. Clearly Shep Hyken understands this distinction – and brings a level of customer commitment and insights unlike anything I’ve seen before to his role as “Chief Amazement Officer” at Shepard Productions. If you aren’t familiar with his work in the area of customer service excellence, check him out here.
Recently we got together with our friends at Business2Community and thought about the role Social Media plays in delighting (amazing?) customers… so we thought it would be a good idea to gather up Shep, as well as Pam Moore (CEO of Marketing Nutz) and Anthony Leaper (a SVP here at SAP – who probably could justify a Chief title of his own…) to ask the question “What is the future of Social Media, and how is it going to impact the customer experience across marketing, sales, and customer service.”
I think it’s great opportunity chance to hear some big brains mull over the role that social media is playing across all these core enterprise work streams.
So – no matter if you’re a Chief Marketing Officer, a Chief Customer Service Officer, or Chief “I’ve got this one really great idea that’s going to delight our customers” Officer, I do hope you’ll join us.
Pam Moore is the CEO & founder of Marketing Nutz, a full service experiential social brand, reputation management and digital marketing angecy. In addition, Pam has 15+ years experience helping business both small and large and was named a Top 10 Social Media Influencer by Forbes.
Anthony Leaper is the Senior Vice President of the Enterprise Social Software Business Unit at SAP. Anthony is responsible globally for the business development of SAP’s Social Collaborative Solutions. He also blogs on Forbes.com.
Shep Hyken is Chief Amazement Officer (CAO) at Shepard Presentations. Shep is a customer service expert and New York Times bestselling author. For more information about Shep visit hyken.com.