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 Customer Care 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.
I was recently voted on Huff Posts Top 100 Most Social Customer Service Pros On Twitter and have been described very kindly by Dr Dave Chaffey as one of the world's leading thinkers on social customer care.
I also run a LinkedIn group - 'Where Social Media Meets Customer Service' ; Founding Council Member of BestServiceOne.com, the customer service portal for CustomerThink.com ; write a blog about social customer care - Beingguy1067.com ; run a social customer care weekly - Simplicity of Service - using paper.li ; tweet as @guy1067 ; and am lucky enough to be invited to speak at conferences and write articles for various publications.