1. Key Stakeholders
1.1. Social / Media
1.1.1. Liz Kennedy Director of Content Strategy and Social Media at FreshDirect; [email protected]
1.1.2. Amanda Hawkins Associate Marketing Manager, Integrated Content and Social Media at FreshDirect; [email protected]
1.1.2.1. We've been told she handles customer care on social, however she has never responded to a single thing
1.2. Digital / Marketing
1.2.1. Amy Heir Director, Customer Marketing & Loyalty at FreshDirect; [email protected]
1.2.2. Lisa Kolodny Johnson Vice President, Brand Marketing and Communications at FreshDirect; [email protected]
1.2.3. Kriti Dave Digital Marketing Manager at FreshDirect; [email protected]
1.3. Customer / Experience
1.3.1. Chris Woodard Senior Director of Retention & Loyalty at FreshDirect; [email protected]
1.3.1.1. Villanova Alumni
1.3.2. Jodi Kahn Chief Consumer Officer at FreshDirect; [email protected]
1.3.3. Karen Connaughton Director of Service Operations / Customer Experience at FreshDirect; [email protected]
1.4. Contact Center
1.4.1. Tracy Hill Customer Service Manager at FreshDirect; [email protected]
1.4.1.1. dodging calls; doesn't seem to lie with her
1.5. IT / Misc.
1.5.1. Jim DeMarco VP, Business Intelligence & Analytics at FreshDirect; [email protected]
2. Social Care Overview: Twitter
2.1. @FreshDirect
2.1.1. Use Hootsuite
2.1.2. Mixture of engagement and CS, but more engagement focused
2.1.3. Take to DM first