Interview with Jack Serpa

Posted by: in Customer Experience, Social Media Insights & Trends, WCG ThoughtLeader Podcast Series on November 16, 2011

Matt Snodgrass interviews Jack Serpa, EVP of Sales & Marketing at Engage121, a social media engagement tool. In this WCG ThoughtLeaders podcast, we discuss social CRM (customer relationship management) and using social media for customer acquisition and customer retention.

And stay tuned to the Common Sense Blog later this week when Brad Mays discusses more about the expectation chasm and how companies can begin to have the entire brand conversation with customers in social channels. This will be a follow-up to his previous post on the subject.

By: Matthew Snodgrass

Group Director of Digital Strategy at NextWorks, partner of The W2O Group.

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Pre-Commerce Check out W2O Group President Bob Pearson's new book, Pre-Commerce, in which he shares ideas for leaders to engage directly with customers to shape their brand and marketplace success. Now available for order on! Join the conversation #precommerce.

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  1. People often over look the benefit there is in capturing social data for analytics. It helps quantify (some of) the benefits of social marketing.

  2. @Tom- Definitely. There’s such a large data pool of information, it makes for a great resource when trying to quantify your social marketing efforts.

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