I’m Guy Stephens and ‘beingguy1067’ is a place for me to write my random musings on social customer care, and now LEGO® SERIOUS PLAY®.

I feel privileged that my career has co-incided with the emergence of social, and as such the last few years have definitely been a period of exploration for me. A period in which so much is being re-examined and re-engineered: the way we work, the way we communicate, the fact that each one of us has the possibility to create, curate and share content at any time – something that simply was not possible not that long ago. So much has been disrupted and become unfamiliar. My interest lies in how social is the catalyst for so much of this change. How technology, culture, one’s mindset are inextricably linked.

In terms of books and people who have helped to shape my thinking, then the Cluetrain Manifesto is absolutely key, as is Howard Rheingold’s NetSmart, Don Tapscott’s Wikinomics and the writings of Clay Shirky.

—————————————————————-

I am a Social Customer Care trainer and consultant. My social journey began in earnest when 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 Best Buy UK call centre, with primary responsibility for the email management part. The work I did at CPW was written up in a report by Dr Natalie Petouhoff – How Carphone Warehouse Uses Twitter and Social media to Transform Customer Service. I’ve also been described as an ‘early adopter’ and Dr Dave Chaffey has very kindly described me in an article as one of the world’s leading thinkers on the use of social media within customer service.

At the moment, I’m also working on a side project which I am hoping will launch shortly on providing social customer care microlearning. Short, bitesize chunks of video providing original content that will help you set-up your social customer care team, and think around some of the challenges that you might encounter along the way.

I’ve also just become a certified LEGO® SERIOUS PLAY® facilitator, so please check out the section I’ve created on it in this blog.

—————————————————————-

I have run a LinkedIn group since 2009 – where social media meets online customer service. I started this because at the time there wasn’t anywhere to find information about social customer care. I have also started a YouTube channel bringing together videos on social media customer service.

For my full profile please visit: Linkedin: http://www.linkedin.com/in/guy1067.

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

‘beingguy1067’  is my personal blog. Everything on this blog is my personal opinion and does not represent the views of anyone but me!

Advertisements