2. Social Media Today’s Best Thinkers Series presents:
Customer Service and Social Media:
Best Practices from Best Practitioners
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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

19. Michelle Moore

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