Social CRM Virtual Summit Expert Profile:Kevin Ryan, Barnes & Noble
On November 11th, Lithium is hosting the largest online conference for social media and CRM professionals at the Social CRM Virtual Summit. The change brought about by the social media revolution has impacted every area of industry, including how customers choose to interact with companies and each other online, particularly where they turn for trusted information.
This virtual summit comes at a time when companies are starting to see tangible financial results from deeper online engagement with customers, and will explore the current capabilities of and future for Social CRM.
With webcasts by Social CRM thought leaders and live chats with industry experts and practitioners, the Virtual Summit will be a ground breaking event.Remember you can still sign up for this event, and jump into the conversation on Twitter using #vscrm.
To introduce you to the experts presenting at the event, we’ll be running a series of mini profiles here in the Lithosphere.
Expert:Kevin Ryan, Vice President, Social Media, Barnes & Noble
Kevin Ryan is Vice President of Social Media for Barnes & Noble, the world's largest bookseller. Kevin manages customer engagement communities for B&N, including the company's online book clubs, the My B&N reviews and recommendations platform, its blogs, and its presence on Facebook and Twitter.
He is presenting a keynote presentation together with Mike Fauscette on ‘Amplifying your Message through Social Channels’ and will also be hosting an expert chat session later that day where you can tap into his knowledge directly.
Q:What got you involved in community and/or social media to begin with?
I was managing proprietary content programs at bn.com when we added direct author interaction on top of our existing video and profile features. Our first author discussion with the writer Mitch Albom (Tuesdays With Morrie) launched what we now call the B&N Book Clubs, and set us on a path that now includes a number of social -- and social commerce -- programs.
Q:What are you currently working on?
Growing the community, reaching customers where they are, and making the most of the significant contributions of our users and influencers.
Q: What is a big community topic on your mind at the moment?
The biggest opportunities these days lie in connecting with customers where they are rather than dragging them to where you want them to be. To me, that means making your site and your message more easily social, allowing your customers to share their experience with their larger networks -- the people they are most apt to influence.