Humanize the Brand to Build Real Community

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On Air: 17:00 - 18:00 EST (GMT-5)
Monday, January 26th, 2015

Having the human touch when it comes to your social communication is the best way to build a real community around your organization and its supporters. Your can empower your employees to own social media by becoming brand ambassadors and the main point of connection with customers, who then become brand ambassadors in turn.


Connor Meakin

Connor Meaks
Community Manager, North America at Hootsuite

Connor Meakin is Hootsuite’s Community Manager of North America. By day, he manages Hootsuite’s community building efforts in North America through the brand ambassador program, events, and regularly sharing stories on the Hootsuite Blog. By night and in the wee hours of the morning, you’ll find him playing and following just about every sport, high fiving strangers while running, and drinking too much coffee.

Connect with Connor on Twitter at @connormeaks or on Google+.


Candice CharletonCandice Charleton
Manager, Community at Hootsuite

Candice Charleton, Manager, Community works with Hootsuite’s world class team of North America community managers. She brings both agency and in-house experience in online community development and social media strategy to her role, understanding that building a strong online community requires the right balance of listening, planning and engagement.

Connect with Candice on Twitter at @candiceinvan or on Google+.

Jeanette GibsonJeanette Gibson
VP of Community at Hootsuite

Jeanette Gibson, VP of Community at Hootsuite is a social and digital marketer and general tech enthusiast. She’s the former head of social at Cisco Systems, Inc, and currently spends her time between San Jose and Vancouver.

Connect with Jeanette on Twitter at @JeanetteG or on Google+.

Bryan KramerBryan Kramer
CEO at Pure Matter

Mantra: I believe in the power of sharing. CEO of @PureMatter, Author of Human to Human #H2H, TED speaker.

Connect with Bryan on Twitter at @bryankramer or on Google+.

Peter ShankmanPeter Shankman

Dad, husband, author, angel investor, marketer, TEDx speaker, @Dell Entrepreneur-in-Residence, NASA advisor, HARO Founder. Ironman. Skydiver. Check out Peter’s latest book: Zombie loyalists: Using Great Service to Create Rabid Fans.

Connect with Peter on Twitter at @petershankman or on Google+.

Discussion Questions

  1. What role do your employees play on social media in creating a likeable brand?
  2. What are some considerations to take when enabling your employees to effectively engage and represent you on social media?
  3. Can your employees contribute to your social customer service efforts? Is this a good idea?
  4. How is social customer service changing the way businesses and brands are perceived?
  5. How can businesses use their employees to kickstart social sharing of an important promo of piece of content?
  6. Should businesses incentivize their employees to share their content?

RSVP & Watch the Hangout

Want to RSVP for the Hangout? Visit #CMAD presents: Humanize the Brand to Build Real Community and let us know you’re going to watch. This will add the event to your calendar and remind you to attend!

The video will play on the event page when the broadcast starts.

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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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