Becky Carroll
Becky Carroll
Petra Consulting Group
Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011). She is the founder of Petra Consulting Group, on engaging customers through social media and customer experience. Her clients include Electronic Arts, Hewlett Packard, Fujitsu, and Ford. She is the Community Program Manager at Verizon, a social media lecturer at the University of California San Diego and a social media contributor for NBC TV San Diego. Read Becky Carroll's blog at Customers Rock!
Measuring the Impact of Social Media
This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog. Visit the blog carnival post at the...
Using Social Media to Build Relationships
A lot of businesses love social media because they feel it helps them spread the word about their organization and what they do. And...
The Bathroom Experience
Once again I am participating in the Bathroom Blogfest. As I have mentioned before, if you have a physical presence, whether you are B2C...
Influencers vs Advocates
What is the difference between an influencer and an advocate for a brand? A lot of people recommend that a brand practice "influencer outreach";...
How Zappos Affects Your Customer Experience
Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors...
Killer Customer Service, or Customer-Killer Service?
A friend of mine has been a member of a particular airline's frequent flier program (we will call this major US airline, AirlineX) for...
How Marriott Says “Thanks” to Build Customer Loyalty
What does the content of your marketing communications say about how much your company values its current customers? Interactions with existing customers tend to...