1. Social Care Overview: Twitter
1.1. @FreshDirect
1.1.1. Use Hootsuite
1.1.2. Mixture of engagement and CS, but more engagement focused
1.1.3. Take to DM first
2. Social Stack
2.1. Hootsuite
3. Types of complaints
3.1. Delivery issues
3.2. questions about product / stock
3.3. shoutouts to FD
3.4. Issues with food
4. Key Stakeholders
4.1. Social / Media
4.1.1. Liz Kennedy Director of Content Strategy and Social Media at FreshDirect; lkennedy@freshdirect.com
4.1.2. Amanda Hawkins Associate Marketing Manager, Integrated Content and Social Media at FreshDirect; ahawkins@freshdirect.com
4.1.2.1. We've been told she handles customer care on social, however she has never responded to a single thing
4.2. Digital / Marketing
4.2.1. Amy Heir Director, Customer Marketing & Loyalty at FreshDirect; aheir@freshdirect.com
4.2.2. Lisa Kolodny Johnson Vice President, Brand Marketing and Communications at FreshDirect; lkolodny@freshdirect.com
4.2.3. Kriti Dave Digital Marketing Manager at FreshDirect; kdave@freshdirect.com
4.3. Customer / Experience
4.3.1. Chris Woodard Senior Director of Retention & Loyalty at FreshDirect; cwoodard@freshdirect.com
4.3.1.1. Villanova Alumni
4.3.2. Jodi Kahn Chief Consumer Officer at FreshDirect; jkahn@freshdirect.com
4.3.3. Karen Connaughton Director of Service Operations / Customer Experience at FreshDirect; kconnaughton@freshdirect.com
4.4. Contact Center
4.4.1. Tracy Hill Customer Service Manager at FreshDirect; thill@freshdirect.com
4.4.1.1. dodging calls; doesn't seem to lie with her
4.5. IT / Misc.
4.5.1. Jim DeMarco VP, Business Intelligence & Analytics at FreshDirect; jdemarco@freshdirect.com