Delivering Beyond Expectations #CMAD

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On Air: 22:00 - 23:00 EST (GMT-5)
Monday, January 27th, 2014


As a community manager, how do you crush what is expected of you? Exceeding expectations is something that can become second nature to a community manager, with some creativity and a lot of passion, you can create an unforgettable experience for the people in your community.


Carrie KeenanCarrie Keenan
Social Media Community Manager at BTC Revolutions

Carrie is a Social Media Community Manager and blogger out of Appleton, WI. She works with both B2B and B2C clients, but she prefer to call them all P2P. She is actively involved in the Wisconsin Irish community as the social media chair for Oshkosh Irish Fest. She’s a proud geek and book nerd, lover of big words, rhyme & alliteration.

Connect with Carrie on Twitter at @CarrieJKeenan or on Google+.


Jonathan BrewerJonathan “Brew” Brewer
Director of Awesome at BTC Revolutions

As the Director of Awesome with BTC Revolutions, Brew is an expert in building communities that blend online and offline communications. As a constant learner, and a self-proclaimed “geek translator” and “destroyer of silos”, his passion is connecting like-minded people from various disciplines including HR, IT, Marketing, and Sales.

Connect with Brew on Twitter at @houseofbrew or on Google+.

Jaime CampbellJaime Campbell
Social Media Community Manager at BTC Revolutions

Jaime Campbell is a social media community manager in Lexington, KY.  She has an operations management, hospitality and sales background.  She’s loves traveling and spending time with her beautiful daughter.  She loves her BTC family and is looking forward to working with and learning from the most talented people in the industry!

Connect with Jaime on Google+.

Aaron IlikaAaron Ilika
Manager of Advocacy and Support at Ning (Glam Media)

Aaron is a recovering academic who began his community advocacy and management journey over 4 years ago. When he isn’t helping Ning’s customer community, he enjoys kickball and cross-country skiing. Aaron works from his home office in Portland, OR with two canine assistants.

Connect with Aaron on Twitter at @aaroneovs or on Google+.

Erica McGillivrayErica McGillivray
Social Community Manager at Moz

Erica McGillivray is a die-hard geek who spends a ridiculous amount of time being nerdy, both professionally and personally. At Moz, she’s the social community manager and wrangles a community of over 400,000 members, co-runs the annual MozCon, and works on whatever else is thrown her way. She’s also a founder of GeekGirlCon, a nonprofit run by volunteers that celebrates and supports geeky women with events and conventions. In her spare time, Erica’s a published author and has an comic book collection that’s an earthquake hazard.

Connect with Erica on Twitter at @emcgillivray or on Google+.

Rosemary O'NeillRosemary O’Neill
President of Social Strata

Rosemary O’Neill is Pres. of Social Strata, makers of the online community platform.  For 15 years, she has helped customers like Long John Silvers and Rodale grow thriving communities.  She has appeared on Fox & Friends and NPR as an HR rebel.  She blogs at

Connect with Rosemary on Twitter at @rhogroupee or on Google+.

Eva SchmidtEva Schmidt
Community Manager and Creative Team at BTC Revolutions

Eva is a community manager and member of the creative team at BTC Revolutions helping to build communities online and offline, creating content and one liners. A newbie blogger and most recently vlogger, she loves talking in accents, soccer, cycling, skiing and pretty much any pun.

Connect with Eva on Twitter at @eeeva_10 or on Google+.

Nikki SmithNikki Smith
Social Media Community Manager at BTC Revolutions

Nicole Smith is a Social Media Community Manager out of Cincinnati, OH. She comes from a hospitality background, and is new to Community Management. She loves learning every aspect of what a great CMGR does, and has great teachers and role models within BTC Revolutions. She is also a mom of three, a Zumba Fitness Instructor and an avid crochet enthusiast.

Connect with Nicole on Twitter at @nikkis_place or on Google+.

Discussion Questions

  1. As a community manager, why is it important to deliver beyond what is expected of you?
  2. What drives you to go out there and deliver beyond expectations?
  3. When working with clients, are you worried about getting permissions for your above & beyond ideas?
  4. Does going above & beyond ever become the exception?
  5. What is your favorite example of a time you’ve delivered beyond expectations?

RSVP & Watch the Hangout

Want to RSVP for the Hangout? Visit #CMAD presents: Delivering Beyond Expectations and let us know you’re going to watch. This will add the event to your calendar and remind you to attend!

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Sherrie Rohde

Community Manager at Magento
As the Community Manager for Magento, Sherrie connects people with resources and with each other, and, since she’s just a bit passionate about the topic, she also co-produces a weekly broadcast for community professionals called #CMGRHangout. An ENFP, Sherrie is obsessed with innovation, terrified of status quo, and motivated by adventure. 
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