Erica McClenny is Senior VP of Client Services at social software company Expion, and is responsible for providing strategic support and guidance for the company’s major brand clients.
For this latest installment of our Smart Social interview series, we spoke with Erica about some of the key challenges, opportunities and trends she has seen emerge through working with this diverse group of brands. The conversation includes valuable insights for any company embarking on or continuing along the path to social maturity, and concludes with a powerful and practical definition and application of the “smart social” theme.
The interview was conducted via Google Hangout.
Part One: Erica discusses working with brands in a strategic business development role and some of the specific challenges and opportunities that have emerged during that process, from creating the right operational structure for social success, to not setting yourself up for perceived failure by trying to measure against a running stage when in reality you are only crawling.
Part Two: Erica discusses social media-driven and empowered employee advocacy as a means for providing a valuable and trusted extension of brand voice, while also allowing individual employees to serve in a valuable lead generation role.
Part Three: Erica discusses key emerging trends, including the consolidation of data and analysis of cross portfolio customer insights. Also the opportunity for brands to connect through social on a local level without overtasking local employees. She also includes a word of caution about keeping focus and avoiding the temptation or pressure of jumping on every new trend – “doing an average job of being everywhere vs. doing a great job of being in the channels that most closely align with your goals and KPIs.”
Part Four: We conclude the conversation by focussing back on the “smart social” theme and Erica shares a powerful and practical definition of what smart social means to her.