1. The Anthill Grows Again: Meet Tyler Welch, Jenna Jantsch and Geoff Knox

    Monday, 12 Jul 2010 View Comments Posted by: Sean O'Driscoll

    A short 14 months ago, Jake, Sean M, Dustin and I were sitting at Suncadia planning to add a social listening practice to our young strategy services team. At that time, we were four ants on the anthill and over the past year, we’ve rapidly grown the team to meet a growing demand for practical, real world experience with creating social businesses. Alas, one year later, we’ve grown to 15 and we’re proud to have assembled a team of seasoned practitioners who bring depth of industry expertise, practical thinking and customer focus that will immediately add value to our clients and their customers.

    Without further ado, let’s introduce you to our newest consultants:

    tyler_colorMeet Tyler Welch. This avid West Ham United supporter joins Ant’s Eye View after spending four years at Microsoft in the Community and Online Support Team where he led the global launch of Microsoft Answers in 12 languages for Windows and Office. When he wasn’t at Qwest Field cheering on the Sounders, he worked closely with online community leaders for XBOX, Windows Phone and other consumer products and community leaders who have been awarded and recognized as Microsoft MVPs.

    Before Microsoft, Tyler was a General Manager for Gateway, leading sales, training and support for multiple markets in the Western United States. In his spare time, Tyler is a drummer in a New Wave Punk band called Groggy Bikini.  I’m not quite sure what a Groggy Bikini is, but I’m thrilled to add a new punk band offering to our portfolio if you want to hear them!

    DSC00436Jenna Jantsch, a new resident to the San Jose area, brings hands-on experience driving social media marketing efforts for Vertical Response, a large email and marketing service provider to small businesses. In addition to driving social media marketing for Vertical Response, Jenna regularly taught social media marketing best practices to small business owners through a wide variety of speaking engagements.

    Jenna joins Ant’s Eye View immediately after her honeymoon so wish her a great first day in marriage and on the job!

    geoffLast but not least, Geoff Knox comes to Ant’s Eye View from communications firm WCG, as part of their social media group optimizing listening and engagement strategies for the new online landscape. Geoff was one of the original members of the Dell customer outreach program as team lead, and brings valuable experience in customer and technical support, sales and corporate communications for companies working in the online space.

    When not herding children with his wife, Geoff spends time obsessing over professional football teams based out of Oakland, California. In fact, Geoff is such a die-hard fan, he even owns a Darth Vader Raiders helmet.

    Please join us in warmly welcoming these three ants to the team.

    Our quest for talent has not waned. We’re hiring for a Senior Consultant for our new Silicon Valley office to support a growing roster of enterprise clients in the area. For more information on what we’re looking for in a Social Business Consultant, drop us a note in the comments section.

  2. Ant’s Marching on…Welcome Jennifer Hughes and our 360 Listening Service

    Friday, 28 Aug 2009 View Comments Posted by: Sean O'Driscoll

    Ant’s Eye View is proud to welcome Jennifer Hughes to the AEV team. Jennifer will be leading our NEW Listening 360 Service. Listening is core to the AEV methodology and usually the overlooked stage of meaningful customer engagement. Listening 360 will provide our clients with business insights in areas of customer service, product feedback, identifying brand advocates, sales leads, and corporate reputation.

    Welcome Jennifer!

    Jennifer joins AEV from Dell, Inc. At Dell, Jennifer was the manager of the original customer outreach program that found negative customer experience issues and assigned talented technicians to resolve customer’s service complaints. All of the outreach started with an online mention of Dell or Dell products. Results were cited in Business Week where negative sentiment decreased from 49% to 22%. Jennifer has held positions in Customer Service, Online, and Corporate Communications, all with one focus – improving customer engagement with the brand.  We’re proud to add another proven practitioner to our team of professionals here to help our client achieve success with social customer engagement.

    Jennifer is a native Texan, where her family roots run deep.  She is a wife to Richard and mother to twin boys, Hayden and Holden.  She loves tackling local sprint triathlons, but you are more likely to find her kayaking on Lady Bird Lake in preparation for her next Adventure race.  She says she does it for the fitness, but we know she really likes the adventure!  Jennifer wrote about how she used technology in all areas of life in the Cyber Sisterhood Blog for Dell.

    You can follow Jennifer on twitter: @jenn_hughes 

    More to announce soon!  Our ant’s are becoming an army and are on the march!

    If you’d like more information or to schedule a briefing on our listening service, please contact Sean McDonald or Jennifer Hughes.

    Sean

  3. Does winning with Social Media mean thinking like a Service Brand?

    Wednesday, 17 Jun 2009 View Comments Posted by: Sean O'Driscoll

    Well, if you’re a service brand, you’re part of the way there already…but what if you’re a product brand?  Think about it?

    • Product brands have users (consumption)
    • Service brands have customers (service)
    • Product brands obsess about product innovations (research)
    • Service brands obsess about business operations (fulfillment, returns and customer service)
    • Product brands create capabilities (features and functions)
    • Service brands create experiences (memories, feelings and accomplishments)
    • Product brands describe the attributes of their product (form, function, specification and differentiation)
    • Service brands describe the attributes of their customers (wants, needs and affiliations)

    It’s interesting to look back as a service and operations guy on a long career in a Product brand company (Microsoft).  It’s even more interesting to look at the work I drove with superusers/influencers.  The interesting aspect of that?  Influencers intuitively convert product brands into service brands –  it’s the end to end experiences they notice most.  All the more reason if you are first and foremost a product company to learn how to obsess about your influencers and your operations – they can lead you to think more like a service brand.

    And yes, as I started this, I do think brands that win will win based on service and the most immediate and actionable lens on the quality of your service is the conversations in social media…it’s time to listen, organize and engage!

    Sean

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