How Being “Customer Obsessed” Is Key to Seaworld’s Success

<p>Josh Greenberg, Director of Social Media and Digital Consumer Engagement at SeaWorld Parks & Entertainment, is on Social Pros to put the spotlight on customer care.</p> <p><strong>Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week:</strong></p> <p><a href="https://sforce.co/2U5DPt4"><strong>Salesforce Marketing Cloud</strong></a></p> <p><a href="http://bit.ly/snapj" target="_blank" rel= "noopener"><strong>Snapchat</strong></a></p> <p><strong>Full Episode Details</strong></p> <p>Josh Greenberg, Director of Social Media and Digital Consumer Engagement at SeaWorld Parks & Entertainment, says that being “customer obsessed” is the secret to their success.</p> <p>But what does customer obsession look like? SeaWorld Parks & Entertainment likes to focus on the individuals who love the brand and find ways to <strong>connect with them one-on-one</strong>. By doing so, the brand manages to make <strong>customers feel special and valued.</strong></p> <p>Josh explains how SeaWorld manages to strike a balance between being a fun and silly brand whilst also prioritizing <strong>world-class customer care</strong>. He takes us through some fantastic examples of how SeaWorld has gone above and beyond what other brands would do on social media.</p> <p>Josh explains how interactions like these work behind the scenes and how collaborating with different departments and brands under the SeaWorld name works.</p> <p><strong>In This Episode:</strong></p> <ul> <li>5:02 – How working in an agency differs from being a permanent part of a social team</li> <li>7:51 – How Josh adapted to his new role and responsibilities</li> <li>9:41 – How Josh balances social media across all the SeaWorld Parks & Entertainment brands</li> <li>12:41 – The metrics and KPIs that SeaWorld Parks & Entertainment looks at</li> <li>16:13 – The types of content that drive guest engagement the most</li> <li>18:19 – The lessons Josh learned about change management when he first to