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How Social Media Examiner Uses Social to Power Customer Experience

Authors: Jay Baer Erik Fisher
Posted Under: Social Pros Podcast
Hosted By
Jay Baer

Daniel Lemin

Convince & Convert
Jay Baer

Hannah Tooker

Jay Baer

Leanna Pham

Convince & Convert
About Social Pros Podcast:

Social Pros is one of the longest-running marketing podcasts in existence (10 YEARS and counting), and was recently recognized as the #1 Audio/Podcast Series by the Content Marketing Awards.

Our purpose? Making sure that we speak to real people doing real work in social media.

Listeners get inside stories and behind-the-scenes secrets about how teams at companies like Google, Reddit, Glossier, Zillow, Lyft, Marvel, and dozens more, staff, operate, and measure their social media programs.  With 600+ episodes, the Social Pros Podcast brings the humanity of social media to the forefront, while providing incredibly useful marketing strategies that listeners can immediately implement.

Follow Social Pros on LinkedIn.

To inquire about becoming a guest or show sponsor, please email our Executive Producer, Leanna Pham, at

Apple Podcast Reviews:

The Social Pros podcast has quickly become a favorite in my feed! I'm consistently impressed by the engaging conversations, insightful content, and actionable ideas. I truly learn something every time I listen!

@Arlie K

This is absolutely an awesome listen for anyone in communications or social media!!


This podcast has become one of my staple weekly podcasts for learning about marketing! Love the conversations that they have and it's always enjoyable and educational!


Love the podcast - informative, in depth and spot on for any business size.


Erik Fisher, Community Manager for Social Media Examiner, joins the Social Pros Podcast to share his approach to managing social for the world’s largest social media marketing conference.

Erik Fisher - InstagramDoing Reps and Running Marathons

Social Media Marketing World, hosted by Social Media Examiner, is the world’s largest social media conference. Over the course of 3 days, 3,000 attendees hear from 100+ of the world’s top social media pros as they share their transformative ideas on social. It makes sense, given the expertise of the audience, that the team managing the social for this conference must be ready, willing, and able to engage with their customers on all channels, including platforms that are just emerging in the field.
So how does one interact on social with several thousand social pros?
For Erik, it’s all about training for the social marathon. He has a system locked in for pre-game, during, and post-game social that ensures every one of his 3,000 customers is taken care of in the channel of their choosing. He keeps an approach that is rigid enough to withstand the most torrential storms of social engagement while maintaining a degree of flexibility that allows them to adapt quickly and easily to new platforms as they emerge. Under his leadership, the world’s largest social conference has become one of the best for social pros near and far.

In This Episode

  • How “divide and conquer” leads to a more well-rounded social team
  • Why having a fine-tuned process for social engagement means being flexible enough to completely change platform priorities if needed
  • How practicing what you preach leads to a more authentic approach to social
  • Why having a social hit list prepares you for a better conference experience


Quotes From This Episode

“It’s paying attention to detail and trying to carry the torch of being service-minded in every single thing that we do.” —@ErikJFisher
“You line them up in order of priority, check all of them in an interval, push the button, and then done. You’ve done your reps.” —@ErikJFisher
“We listen to all the pertinent top-of-mind and top-of-authority recommendations and best practices and implement them for ourselves.” —@ErikJFisher
“There’s never time to hang out enough with the people that are there.” —@ErikJFisher
“Anything can be a time suck if it’s the wrong thing to be doing at that time.” —@ErikJFisher
“Not everything is going to work on a personal scale unless you figure out what that scale really needs to be for yourself.” —@ErikJFisher


See you next week!

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