How Being “Customer Obsessed” Is Key to Seaworld’s Success

Josh Greenberg, Director of Social Media and Digital Consumer Engagement at SeaWorld Parks & Entertainment, is on Social Pros to put the spotlight on customer care.

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Full Episode Details

Josh Greenberg, Director of Social Media and Digital Consumer Engagement at SeaWorld Parks & Entertainment, says that being “customer obsessed” is the secret to their success.

But what does customer obsession look like? SeaWorld Parks & Entertainment likes to focus on the individuals who love the brand and find ways to connect with them one-on-one. By doing so, the brand manages to make customers feel special and valued.

Josh explains how SeaWorld manages to strike a balance between being a fun and silly brand whilst also prioritizing world-class customer care. He takes us through some fantastic examples of how SeaWorld has gone above and beyond what other brands would do on social media.

Josh explains how interactions like these work behind the scenes and how collaborating with different departments and brands under the SeaWorld name works.

In This Episode:

  • 5:02 – How working in an agency differs from being a permanent part of a social team
  • 7:51 – How Josh adapted to his new role and responsibilities
  • 9:41 – How Josh balances social media across all the SeaWorld Parks & Entertainment brands
  • 12:41 – The metrics and KPIs that SeaWorld Parks & Entertainment looks at
  • 16:13 – The types of content that drive guest engagement the most
  • 18:19 – The lessons Josh learned about change management when he first took his role
  • 21:03 – Why it’s so important to build a relationship with people on social media
  • 25:05 – How Josh’s team became customer obsessed
  • 27:53 – How Josh helped to overhaul the SeaWorld Twitter accounts
  • 31:22 – Why social care needs to be authentic
  • 34:25 – Josh explains the metrics and analytics he’s looking at on TikTok
  • 37:00 – Why you need to create content that’s relevant for each specific channel
  • 38:26 – Josh’s top tip for anyone thinking of becoming a social pro

Resources

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