Harnessing the Voice of the Customer on Social Media

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Our Speakers

Katie Kendall is the Enterprise Social Monitoring Manager at Walgreens Co., responsible for hearing the Voice of the Customer and telling their story to help improve the customer experience. She leads the company’s social media listening and servicing strategies and manages social analysis for all elements of brand health and ongoing engagement campaigns. Previously, she managed social communities, content and customers at GrubHub and McDonald’s. Katie received a Masters Degree in New Media Studies from DePaul University and has been featured in Groundswell and the Tao of Twitter for her work in social media engagement. She was also proposed to by her now husband on Twitter as he took over Buzzfeed and created the engagement meme #SayYesKatie. @ItsKatieKendall

Kathleen Fetters has been a digital marketer for nearly 17 years working at Fortune 500 companies such as Hewlett-Packard, Sun Microsystems, and ThermoFisher Scientific. From day one, she has been on the ground floor launching new global digital marketing efforts for these brands. Taking her previous experience as the Chief Listening Officer at HP, Kathleen has been charged with developing the first social listening and measurement program at First Republic Bank. In this role, Kathleen is analyzing and establishing the brand’s social engagement impact with key audiences and developing client and industry insights to influence strategic data driven decisions across the business. @Nazamova

Jason Kapler, with over 10+ years of marketing experience in B2B and B2C, is a leading voice in Analytics, B2B Marketing, Real-Time Insights and Social Media Marketing. He is a regular participant on industry panels and has contributed to AdExchanger, Bloomberg BusinessWeek, eMarketer, Los Angeles Business Journal, MarketingProfs, Mediapost, PRSA, Social Media Today and Social Media Week. Follow him on Twitter, @jasonkapler.

Paul Gillin is a writer, speaker and online media consultant who specializes in social media and content marketing. He is a prolific writer who has published five books and more than 300 articles since 2007. His books include The New Influencers (2007), Secrets of Social Media Marketing (2008), The Joy of Geocaching (2010) and Social Marketing to the Business Customer (2011) and Attack of the Customers (2013). He also wrote the monthly New Channels column in BtoB magazine for seven years. Paul is a veteran technology journalist with more than 25 years of editorial leadership experience. His website is gillin.com and he blogs at paulgillin.com and Newspaper Death Watch. @pgillin

Active Listening inSocial Media

Introduction to LiveWorld’s

Social Media Analytics Services

6Confidential

2.13 billion social network users around the globe in 2016

Key trends for marketers:

Social Media is pervasive and brands must listen to remain competitive

Social Media provides an unparalleled opportunity to understand what consumers think and feel in real-time

Leaders brands use social to guide decision-making

Social Network Users Published by Statista 2015

7Confidential

Listening to client brand or an industry topic provides different decision driven insights

Social Media Listening Services

BRAND•Brand Health•Campaign Measurement•Reputation Management

COMPETITORS•Competitive Insights•Competitor Monitoring / Analysis•Competitive Benchmarking

MARKET RESEARCH•Product / Category Insights•Content Generation•Influencer Analysis

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Questions?

#SMTLive

Katie Kendall

Enterprise Social Monitoring Manager, Walgreens Co.

#SMTLive

Kathleen Fetters

Social Media Intelligence and Strategies Manager, First Republic Bank

#SMTLive

Jason Kapler

Vice President of Marketing, LiveWorld

#SMTLive

Our Speakers

Katie Kendall is the Enterprise Social Monitoring Manager at Walgreens Co., responsible for hearing the Voice of the Customer and telling their story to help improve the customer experience. She leads the company’s social media listening and servicing strategies and manages social analysis for all elements of brand health and ongoing engagement campaigns. Previously, she managed social communities, content and customers at GrubHub and McDonald’s. Katie received a Masters Degree in New Media Studies from DePaul University and has been featured in Groundswell and the Tao of Twitter for her work in social media engagement. She was also proposed to by her now husband on Twitter as he took over Buzzfeed and created the engagement meme #SayYesKatie. @ItsKatieKendall

Kathleen Fetters has been a digital marketer for nearly 17 years working at Fortune 500 companies such as Hewlett-Packard, Sun Microsystems, and ThermoFisher Scientific. From day one, she has been on the ground floor launching new global digital marketing efforts for these brands. Taking her previous experience as the Chief Listening Officer at HP, Kathleen has been charged with developing the first social listening and measurement program at First Republic Bank. In this role, Kathleen is analyzing and establishing the brand’s social engagement impact with key audiences and developing client and industry insights to influence strategic data driven decisions across the business. @Nazamova

Jason Kapler, with over 10+ years of marketing experience in B2B and B2C, is a leading voice in Analytics, B2B Marketing, Real-Time Insights and Social Media Marketing. He is a regular participant on industry panels and has contributed to AdExchanger, Bloomberg BusinessWeek, eMarketer, Los Angeles Business Journal, MarketingProfs, Mediapost, PRSA, Social Media Today and Social Media Week. Follow him on Twitter, @jasonkapler.

Paul Gillin is a writer, speaker and online media consultant who specializes in social media and content marketing. He is a prolific writer who has published five books and more than 300 articles since 2007. His books include The New Influencers (2007), Secrets of Social Media Marketing (2008), The Joy of Geocaching (2010) and Social Marketing to the Business Customer (2011) and Attack of the Customers (2013). He also wrote the monthly New Channels column in BtoB magazine for seven years. Paul is a veteran technology journalist with more than 25 years of editorial leadership experience. His website is gillin.com and he blogs at paulgillin.com and Newspaper Death Watch. @pgillin

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Thank You to Our Sponsor

@LiveWorld

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Upcoming Webinar

July 9th

Is a Comprehensive Social Management Platform Truly Here?

Featured Panelist: Megan Clement of The Weather Channel