Savvy 7 Interview Series: Brit Thompson (Sprout Social)

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brittYou may have seen us shout out to Sprout Social on more than one occasion. Several of our members use this savvy platform for measuring engagement, reporting, scheduling and other handy social tools.

I, Brooke, started using Sprout in 2011, after a jump from Hootsuite. I’ve always been impressed by their quick responses, and their openness and willingness to share new and innovative information on their blog. So when Mallie suggested Sprout as a Savvy Seven interview, I jumped at the chance!

Psssst! They also offer a 30-day FREE trial if your interest is piqued!

I spoke with Brit Thompson, the Social Media Manager for Sprout Social.

1. Please describe yourself, engagingly, in 140 characters or less!

Lover of all things social media and marketing. Obsessed with exceptional customer care. Will work for cupcakes.

2. What “AHA” moment, tool, person or feature let you know that social media/social business was the right choice for your career path?

While interning at a marketing agency, I had the opportunity to try my hand at a number of different positions – from events and PR to SEO and social media. But social seemed to click.

The moment that stands out most to me is when I came across a tweet from a customer raving about our client’s product, so I replied with a simple thank you. The customer was so ecstatic about getting a response, that he began tweeting his friends to check out the product. Until that point, I hadn’t witnessed the true power of social media or having your current customers do the “selling” for you.

Social marketing strategies have to be centered on engaging with customers, not just pushing messages. When I was hired on full-time as our agency’s social media specialist, I made certain our strategies worked toward that mission.

3. If you could go back through your entire social business career and change one thing, what would that one thing be?

I’d go back and tell myself to take what people said online with a grain of salt. Easier said than done, especially for someone who really wants to make customers happy. But regardless of your product, you’re not going to be the perfect fit for everyone, every single time – and that’s totally okay. Once I was able to step back and put things in perspective, it was easier to prioritize my time, know what things needed to be escalated and what didn’t.

4. Looking ahead, what “big things” do you imagine coming as social media/business continues to grow and evolve?

I see social spreading across more departments and parts of the business. As companies realize the importance of engagement and as tools become more advanced, social won’t be confined to marketing or customer support. Organizations will be able to communicate more efficiently internally as well as with customers.

5. If you were stranded on a Wi-Fi enabled desert island, with a laptop/tablet that would never run down its battery, BUT you could only access and connect with one social platform, which platform would that be and why?

Twitter. Since you can connect with or follow almost anyone, you’d always be up-to-date with what’s going on in the world, friends, or family.

6. Besides the actual platforms themselves (Facebook, Twitter, Google +, etc.), what one tool or application do you think everyone engaged in social media marketing MUST have/use?

Sprout Social. I’m completely biased as I work for the company, but it was the tool I used at my previous position at a marketing agency – after researching and testing numerous options. We have amazing things coming in the near future and Sprout helps keep me organized, focused, and engaged with our audience.

7. What’s the one thing you wish EVERYONE knew about social media/social business?

While the platforms themselves are easy to learn, representing a brand online isn’t quite as simple. You need to be able to pitch your product like the sales team, empathize with disgruntled customers like support, create engaging content like marketing, and more. Often within 140 characters and certainly 24/7/365. There’s a human element to social media that must never be forgotten.

 

Brooke Ballard

Brooke Ballard

Founder, Chief Social Strategist at B Squared Media, LLC
Like many of you, Chief Social Strategist and Founder of B Squared Media, Brooke Ballard, has seen a fundamental shift in business due to social media. How do businesses take advantage of this? Where do they start? Is social media for everyone? In-the-trenches social media experience helps B Squared Media answer these questions for companies seeking to formulate successful social strategies. Using tactics developed in her yearlong honors thesis study, Brooke helps bright and innovative entities develop social strategies around content curation. Good content boosts trust and loyalty among customers. By focusing on “what is” (psychographics: values, interests, beliefs and attitudes) and letting go of “what might be” (demographics) brands can secure a closer connection to consumers and their buying habits. Simply put: Think conversation, not campaign.
Brooke Ballard
Brooke Ballard
Brooke Ballard

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1 comment

  1. Pingback: Savvy 7 Interview Series: Judy Gombita – Social Solutions Collective | Internet Billboards

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