Amanda Sheldon Medtronic Diabetes on Social Business Engine podcast

Passionately Focused on the Customer Experience

On this episode, you’ll meet Amanda Sheldon. Amanda is Director of Digital Marketing and Communications at Medtronic Diabetes. She is responsible for leading the overall strategy and direction for digital marketing (web/mobile), social media and public relations.
Medtronic is the largest medical device manufacturer in the world. Amanda is in the Diabetes Group that makes insulin pumps and continuous glucose monitors, that treat people with Type 1 and Type 2 diabetes. She and her team are passionately focused on creating a great customer experience.

The following images are representative of the customer experience driven by Amanda’s team.

Medtronic Diabetes Blog - Social Business Engine

Medtronic Diabetes Twitter

On This Episode You’ll Discover How Medtronic Diabetes:

  • Is focused on creating a great customer experience to build customer loyalty
  • Delights their customer, resulting in customer advocacy and referrals to their friends
  • Creates educational and fun content for their customers
  • Meets their customers wherever the customer is including, but not limited to social media
  • Delivers knowledge about Medtronic Diabetes products to give people useful tips, e.g., how to travel with an insulin pump
  • Creates fun experiences, e.g., engage with people who name their insulin pumps
  • Uses an integrated marketing approach, allowing people to call in or engage in peer level online communities
  • Has evolved to a robust team made up of people from communications, customer service, compliance and legal
  • That the community manager is the single source of truth for all activities in all social channels
  • Has trained select customer support agents to work alongside the community manager to address customer support issues that appear through social media
  • Generates content and campaigns supported by their agency, Likeable Media
  • Engages with influential bloggers
  • Has launched a blog to allow people to add comments, which is not common in the healthcare industry
  • Has taken a progressive approach to the social media platforms used over the past five years
  • Uses a “service level agreement” (SLA) approach to serving customers
  • Has embraced a collaborative approach with the legal and regulatory team to be responsive to customers while being compliant with healthcare industry regulatory criteria
  • Measures customer engagement, customer retention, content reach and sales results correlated to campaigns supported by social channels
  • That Amanda’s “one thing” response is to empower employees to focus on 1) the customer, 2) the employees who deliver the customer experience and success will come to you without the need to focus on your own success

Featured On This Episode:

I invite you to listen to the podcast episode above or via iTunes or Stitcher.

This episode was sponsored by Social Media Strategies Summit.

Mario Martinez Jr.

Mario is the CEO and Founder of Vengreso. He spent 85 consecutive quarters in B2B Sales and Leadership. He is one of 20 sales influencers invited to appear in the Salesforce.com documentary film “The Story of Sales” launched in 2018.  He was also named 2019’s Top 10 Sales Influencers by The Modern Sales Magazine, 2018’s Top 25 Most Influential Inside Sales Professional and Selling Power Magazine’s 2018 Top Sales Training and Coaching Consultant.  Mario is the host of the popular The Modern Selling Podcast.

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