Guy Stephens

Name	Guy Stephens
Job Title	Social Business Consultant
Organisation	IBM
Member Level	Enterprise
Member Since	25 Oct 2005
Areas of Expertise	Online Customer Service, Social Media, Community Management, Strategy and Planning

About Me

I'm trying my best to understand this thing called 'social' and how it is changing the way companies and customers communicate with each other. I am a Social Business Consultant at IBM. Previously worked at Capgemini, The Carphone Warehouse, Mars, Inc. While at The Carphone Warehouse I set up the use of social media within customer service. I've worked in the digital space since about 1997 and covered a variety of roles over the years.

Outside of work I run a couple of LinkedIn groups - 'Where Social Media Meets Customer Service' and 'Social Media Governance Forum' ; Founding Council Member of BestServiceOne.com, the customer service portal for CusotmerThink.com ; write a blog about social customer care - Beingguy1067.com ; tweet as @guy1067 ; and am lucky enough to be invited to speak at conferences and write articles for various publications.

My Links

Foviance
Foviance is a cross-channel customer experience consultancy to the world's leading brands specialising in usability, accessibility, business analytics and user research consulting.

Being guy1067
My blog with occasional postings about my observations on customer service, customer experience, online help and support and the impact of social media particularly Twitter on them.

Linkedin profile
Please feel free to connect.

Twitter @guy1067
Tweets from my personal account. Please feel free to follow if you find them interesting.

Google profile
The various links to who I am and what I am doing online and elsewhere.

Career History

Senior Consultant at Foviance
From April 6, 2010 and still in this role.

Helping brands put together their social media customer service strategy within a context of business transformation.

Customer Knowledge Manager at Carphone Warehouse
From September 1, 2008 until April 3, 2010.

Responsible for setting up the use of social media customer service at The Carphone Warehouse using such platforms as Twitter, Facebook, YouTube and blogs.

Global Online Marketing Manager at Mars Drinks [Mars, Inc]
From February 1, 2005 until August 31, 2008.