about

I’m Guy Stephens (@guy1067) and ‘beingguy1067′ is a place for me to write my thoughts, insights, experiences and observations for the most part on the use of social media within customer service.

I’m a bit of a social media junkie, with a particular interest in the impact of social media on customer service. I am very interested in how social media can be integrated with existing business processes to provide a more effective flow of information for customers, resulting in an enhanced experience for the customer overall.

I see the impact of social media on what is a very traditional and structured part of the business, as a catalyst for change. Not a change of toolset, but rather mindset. Ultimately, social challenges a company’ culture.

I am a Social Media/SCRM Consultant at Capgemini. Prior to a brief stint at Foviance, I was the Customer Knowledge Manager at The Carphone Warehouse (@guyatcarphone), where I set up the use of social media within customer service. We used Twitter, YouTube, blogs and Facebook. I was also part of the team responsible for setting up the BestBuy UK call centre, with primary responsibility for the email management part.

Before The Carphone Warehouse I was the Online Global Marketing Manager at Mars Drinks (Mars, Inc), which is where my social journey began around the use of blogs within a corporate setting.

I have also started a LinkedIn group – where social media meets online customer service – in response to what I felt was a distinct lack of information about this growing area of interest. I have also started a YouTube channel bringing together videos on social media customer service. Other resources I have set up include a Squidoo lens.

I was invited to be a Founding Member of BestServiceOne, the customer service specific portal of CustomerThink.com. I have been fortunate enough to be invited to take part in a number of speaking engagements, been featured or mentioned in various articles about social media or social media customer service, as well as write articles or guest blogs on sites such as Econsultancy, MyCustomer, WhosYourGladys and BestServiceOne. These can all be found in the ‘in the news‘ section in this blog.

I was also fortunate enough to be asked by Blake Cahill to help him out with the first session of WOMMA-SOCAP Social Customer Care course run in August. Here’s my shiny certificate to show I also passed the course. As well as this I was asked by Econsultancy to be part of their training team for their Masters in Digital Marketing programme run in conjunction with Manchester Metropolitan University. I teach the one day course on Social Media and Customer Engagement.

For my full profile please visit: Linkedin: http://www.linkedin.com/in/guy1067 or my Google Profile page: http://www.google.com/profiles/guy1067

If you want to contact me please feel free to email me or tweet me.

‘being guy1067′  is my personal blog. Everything on this blog is my personal opinion and does not represent the views of my employer.