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.
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:
- Medtronic Diabetes website
- Medtronic Diabetes on Twitter: @MDT_Diabetes
- Medtronic Diabetes on Facebook: Medtronic Diabetes
- Medtronic Diabetes on YouTube
- Medtronic’s LinkedIn Company Page
- Medtronic Diabetes’ blog
- LikeableMedia website
- Amanda Sheldon on Twitter: @AMS9
- Amanda Sheldon on LinkedIn
- Bernie Borges on Twitter: @bernieborges
- Social Business Engine on Twitter: @bernieborges
- Vengreso YouTube Channel | YouTube channel
- Social Business Engine website
- Learn more about Social Customer Service
I invite you to listen to the podcast episode above or via iTunes or Stitcher.
This episode was sponsored by Social Media Strategies Summit.