In the past I have talked about some of the challenges for social media customer service programs, such as scalability, maintaining stakeholder support and defining accepted success measures. These challenges will always exist, and a program manager will constantly be reviewing and modifying how they manage the volume of social conversation, roll-up their key performance […]
Michelle Kostya is Senior Manager for Social Media Enablement at Rogers Communications. In this role, Michelle works to provide guidelines, best practices and a framework for measurement and social media insights for the company. In her previous role as Program Manager for Social Media Support for BlackBerry, she was central in setting the road map and direction for social customer service. While at Research In Motion, Michelle initiated and rolled out a social media support team providing help to customers on Twitter (@BlackBerryHelp) and jump-started the BlackBerry Community Support Forums by engaging with community members. Michelle’s background in customer service, marketing and product management provides her with a unique perspective on social media in business.