How to Do Healthcare Social Media Right

How to Do Healthcare Social Media Right

James LaCorte, Social Media Manager at Blue Cross NC, joins the Social Pros Podcast to discuss the ins and outs of being a healthcare social media manager.

In This Episode:

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Full Episode Details

Helping Before Marketing

Even more so than most industries, working in healthcare should be all about helping people. That includes working in healthcare social media.

Most companies would agree that social should be used to help their customers, but they’re usually referring to their customer care department, which provides assistance when problems arise. What James LaCorte and his team at Blue Cross NC have set out to do is help their customers before they have issues. Whether through their content, their ambassador program, or their extensive team of community managers, James and the team have gone far beyond marketing to provide immense value to their customers.

Even if you are not working in healthcare social media, following this example of helping your customers before marketing to them and solving problems proactively helps you build deeper, more lasting connections with your customers. This will also make your customers more likely to continue buying from you and spreading the word about your brand!

In This Episode

  • 04:37 – How Blue Cross NC maintains an all-encompassing social media strategy.
  • 09:01 – How Blue Cross NC handles customer care on social through community managers.
  • 11:56 – How to develop a successful and engaging employee ambassador program.
  • 18:23 – How paid social works in a regulated industry.
  • 23:17 – How having an institutional history beyond social can help a social media manager be more effective.

Quotes From This Episode

“We would rather spend our effort with a smaller group of ambassadors that is going to have more benefit for us and spread our message further.” — @thegaspar

We can push our own messaging all day long, but as ambassadors start publishing their own content in their own voice, that’s the messaging that people gravitate to. Click To Tweet

“Even though organic has gone down, Facebook continues to be the one that gives us the most clicks, page views, and just the most bang for the buck.” — @thegaspar

Resources

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Episode Transcript

Jay Baer: 00:00 Well, you just heard from James LaCorte, who is the Social Media Manager at Blue Cross of North Carolina. I'm joined by Adam Brown from Salesforce Marketing Cloud. He's my special Texas friend. He's the Executive Strategist there. I'm Jay Baer from Convince & Convert. Adam, James is amazing on this episode. This guy's got it figured out.   Adam Brown: 00:20 James has it figured it, and I so appreciate all the insight that he shared on our show today. I think specifically what we just heard the idea of how can we reuse content. The content is the most expensive that we, as social media practitioners, typically have to come up with. If we can find ways like James does by reusing and repurposing content for the blog or for emails and use that in social and then vice versa, that really not only saves you money but I think it also fosters a more level of collaboration between the social team and the other marketing communication's customer service teams. Jay Baer: 00:57 Yeah, this episode is an audio Best Practices Guide for Social Media Management. Cross-functional center of excellence got that, paid organic integration got that, employee and master program got that, blog program got that, social care program got that. I mean it's like boom, boom, boom, boom, boom. James is doing it all and doing it all really well. Super impressive episode and you're gonna appreciate this. Ladies and gentlemen, you're gonna learn a lot. I did. It was a good one. Before we get into the show, you heard the rest of James' story from right there in Raleigh, North Carolina. I wanted to take a second to thank our sponsors, including Salesforce Marketing Cloud, Adam's organization, who have a terrific new book that you should download really report. It's called the State of Marketing. They interviewed 4100 marketers, way to overachieve on the market research, 4100 marketers and ask them what's going on in the state of marketing. It's their fifth edition of this report. It's amazing. It is rich with information. You're gonna learn all kinds of stuff; the role of AI, the new role of social, all that kind of thing. Definitely grab a copy. It won't cost you anything. You can get it right now for nothing at bit.ly/jaysays. That's bit.ly/J-A-Y S-A-Y-S, all lowercase. Grab that, won't you? Also, the show is brought to you, as usual, by our pals at socialmedia.org, the leading organization for big-company social media managers. If you're somebody like James running social media for big organization, lots of challenges and healthcare-regulated environment as Adam talked about in the show, you got a lot of stuff on your mind and socialmedia.org can help you make better decisions. Actually, help you improve your career. What you say, Adam? Adam Brown: 02:33 Absolutely. I think the two things you need to do to have a career in social media are; a. be on the show because as we joke in this show and as we've joked about oftentimes ... Jay Baer: 02:40 It's like a magic. Adam Brown: 02:41 ... 75% of people who are on the show get promoted or get another job within a year of being on our show, but more importantly and I only kid there slightly, but socialmedia.org. It's a great network for meeting colleagues and understanding how other businesses operate in the social media spectrum. Jay Baer: 02:59 If you're working in a big company and you're the number one social media person in that organization, you absolutely need to check out socialmedia.org. Go to socialmedia.org/social pros. Let's hear from our special guests this week from Blue Cross of North Carolina's James LaCorte this week on Social Pros. James LaCorte, Social Media Manager Blue Cross of North Carolina joins us live from Raleigh this week on the Social Pros podcast. James, thanks so much for being here. We really appreciate you taking the time. Tell folks out there what your service area looks like at Blue Cross North Carolina. Who you're serving out there? James LaCorte: 03:37 Hey, it's great to be on the show. In Blue Cross North Carolina, we service about four million members. We have about 5000 employees. We're not-for-profit, been around since 1933. Really, our mission is to improve the health and well-being of our customers in North Carolina. We call really our customers members, because we look at them little bit differently where we really feel like insurance companies should get away from just paying claims and collecting premiums. We really want to help upstream and help our members address health issues before they get to the point where they need a doctor or they need medical care, just really trying to change the perspective of how we work in the healthcare system. It's really exciting the things that we're doing on social media as well to help with that. Jay Baer: 04:26 Well, one of the things that is particularly exciting is that James is a longtime listener to Social Pros. All you listeners out there, you can be on the show too. Just send me a note, jay@jaybaer.com. We'll see what we can do. Adam Brown: 04:37 It could be you. Jay Baer: 04:37 One of the things that I thought was really interesting, James, we were talking before the show is the role of social at Blue Cross North Carolina is really all encompassing, right? You're using social for a lot of different purposes to serve a lot of different needs. I'd like you to talk about that if you could. I think it's a really interesting use case. It's not just about the marketing or just about customer services like everything. James LaCorte: 05:00 Yeah, so it is. We have several strategies that roll up into my area. We're doing things with our executives, trying to onboard them onto Twitter so they can listen to the healthcare conversations, connect with their peers, do more outreach with our community partners. We've got an employee ambassador program as well that we have about 80-90 employee ambassadors that share content across all social channels. We do organic and paid. A lot of our content though isn't to sell. Our content is more about building relationships and educating consumers how to be healthy and how to get the best out of their plans as well. We do do customer service. Within my team, there's another group that we work with that does customer service as we're on social media and see those issues. We pass those along to them. Then also, what's exciting is we're working right now on trying to make sure that social media doesn't just sit in a silo by itself. We're reaching across the organization, trying to make sure folks understand what social can do for them but also the ability to integrate into our other Salesforce tools such as Service Cloud for Customer Service, Journey Builder for marketing, and then also the DMP for digital marketing. Jay Baer: 06:22 Look at this guy. He's a Salesforce devotee, Adam. Adam Brown: 06:27 I will thank you, James, later for those implied endorsements there. Jay Baer: 06:32 James, if you're not using social to sell, I guess that makes sense. People are like, "Hey, here on Facebook, I saw that and it got me some of that insurance." That's not usually how people think of Facebook. Does that mean that most of the content you're creating is really targeted at existing members? So you're preaching to people who are currently part of your organization, and that's kind of how you think of your social audience, if you will. James LaCorte: 06:59 It really depends because we work with so many organizations across the company, it will depend on what campaign we're working on. So, for instance, in our marketing department, they're gonna target all of North Carolina. It's really about reinforcing our brand and our reputation. Our HR department will market towards maybe it's recent college graduates to explain and connect with them that we have a great IT department here that they should belong to. It really depends on where we are in the business that we're targeting. But for the most part, in my area, it's really about building that reputation and connecting with employees. I mean, I'm sorry, connecting with customers. Adam Brown: 07:41 James, in those examples you gave, I think HR is a great one. I'm curious whether you're empowering the HR team to be able to engage and participate in social media on behalf of Blue Cross of North Carolina. Or if your team is actually doing that on their behalf, how does that work? Do you have protocols and regulations? Obviously, you're in a regulated environment so there's probably, I would assume some more governance in and around how those things operate. James LaCorte: 08:11 Sure. We actually have a Social Media Center of Excellence, where there's about eight departments somewhere across the company that are part of that, and we meet on a regular basis. That's where we build out our strategy, our process, our procedures provide training, that it meets on a regular basis. HR has grown into this. We initially were posting for them, but now we've trained them. They're comfortable with it. Now we've giving them some of the keys to the kingdoms per se. Now, when they post, we review everything before it goes out using the tools that we have. We're seeing everything that goes out beforehand and consulting with them on how to improve that. They're also helping us review any kind of comments that are related to HR so we would assign those to them and they're ready on their side to address those comment. Adam Brown: 09:01 You mentioned a little bit earlier about doing social customer care or, in your experience, or your organization member care. How does that work? Are your teams actually doing the engagements with your members? Are there specific member service teams that are engaging in assisting whether it's, "I need this plan number," or, "I lost my card," or, "I've got a claim that I need some assistance with"? James LaCorte: 09:27 Sure. We have a community manager that's monitoring all the time. That person is responsible for engaging with anyone on social media. If it's something where there's PHI involved or it's not a simple answer that we can redirect them, we assign it to a customer service rep, who is alerted in the system and then takes care of that for us. They'll take it offline, direct message them, get their contact information, and help them out that way. We have about 12 customer service reps that do that with for us. Adam Brown: 09:55 Wow. One interesting question I've always had, I've always looked forward to this opportunity to someone in your situation, you have a brand with Blue Cross of North Carolina that is very much similar to all the other Blue Cross and sometimes Blue Cross Blue Shield's across the country. These are separate organizations with entirely or different rules and regulations. Jay Baer: 10:19 Triple A's the same kind of thing. Adam Brown: 10:21 Exactly. I'm curious how you deal with that. Obviously, you're listening to people who are reaching out to Blue Cross of North Carolina, but I don't know if the average member or consumer knows the distinction there. Anything special that you have to do to geo fence or make sure when you are listening that people get it right and that you're listening to the to the members that are truly your members and not members of another Blue Cross Blue Shield organization? James LaCorte: 10:49 Sure. Every once in a while, we do get a customer that will tag us, and we have a contact list for all the social media managers and staff for the other Blue's plans. We have a good relationship. We actually meet on a monthly basis to collaborate and talk about issues that are going on amongst the plans. That's very helpful. We would just reach out to them, and they'll address I. Adam Brown: 11:12 When you're talking to your of brethren in these similar but separate organizations, are you doing any other things on those monthly calls, comparing statistics or what the landscape looks like? It's almost like you have your own kind of inner trade association for Blue Cross Blue Shield healthcare organizations. James LaCorte: 11:32 Yeah, it's pretty good. The association actually pulls it together once a month, and we'll discuss anything that's coming up. For example, last year before the open enrollment for the ACA, we discussed how people were planning on supporting that, how are they marketing, problems or issues they were coming up with, and then use that as a sounding board to help everybody prepare for open enrollment. Jay Baer: 11:56 James, you mentioned the employee ambassador program. I mean you said 70 or 80 people, something like that the employee ambassador program? How are those? How do you how do you find in select those individuals? Do they raise their hand? Or do you say, "Hey, this person's famous on Instagram. They should be an employee ambassador for Blue Cross of North Carolina."? What do you have them do? Do you feed them content company announcements? What's the process there? James LaCorte: 12:21 Sure. Initially, what we did, we didn't wanna grow too fast, because one of the things that we found out was everybody that we talked to touted large numbers of employee ambassador, but when we start asking them, "Well, how many of them are engaged?" It was a small amount, so we quickly realized that we would rather spend our effort with a smaller group that was going to be more you know, have more benefit for us and spread that message out further. We have about 80 right now. We started out with looking at who was really energized, involved with the company, was always out there sharing either on social media or volunteering at a community events that we had. We went out to those folks first, and then really just had them recruit others for the most part. We share different stories on our intranet, probably once a month, about maybe a connection that one of our ambassadors made with somebody sharing content. That encourages other people to join as well. Jay Baer: 13:20 Do you have them participate in all social channels, or a few channels in particular? James LaCorte: 13:25 It's interesting. We have them participate in LinkedIn, Facebook, and Twitter. Most folks will participate in our LinkedIn, sharing LinkedIn. I think they just feel safer. They wanna separate maybe what they do with their family versus business. It's interesting. Our executives, we've onboarded many of them to be in the ambassador program, and most of them are on Twitter. We use a tool to do that. We'll put messaging in, and it varies. It could be messaging from our blog. It could be maybe there was something in the news about health insurance that we wanna get out there. We'll put that in the tool. We'll put out. We monitor our employees on social media. If they have a LinkedIn long-form posts about something, we'll elevate that employee and have all the ambassadors share that if it's appropriate.   Adam Brown: 14:19 Oh, that's fantastic. I love that kind of gamification of kind of rewarding and recognizing your employees who are indeed participating appropriately in social media. James LaCorte: 14:29 I think it's important too, because we can push out our messaging all day long. As these ambassadors mature and they start publishing their own content, and it's true to their voice, and it relates to Blue Cross, that's the messaging that really goes out there and people gravitate towards. We really wanna embrace when employees do that, and then make sure that we're rewarding them by helping spread the word that they're posting also. Adam Brown: 14:54 Sure. I think something Jay and I hear talk about often, that authenticity that genuineness and the third-party credibility that another employee or an associate can can really speak on your behalf. I'm curious, James, we primarily spoken about your interactions with members, patients. I know you've got a variety of other audiences that are very important, whether it's HR and plan professionals at corporations that may be wanting to make Blue Cross North Carolina and option for their employees for the health care professionals themselves, on the other end of the spectrum. How do you work with those audiences? Or do you, in your organization? Do you have goals and objectives for each audience segment? James LaCorte: 15:38 We have a variety of goals. We use targeting for the most part to segment our messaging out to those areas. For instance, in our PR department, we're always looking for ways to improve our reputation or help us influence certain policies. For example, opioid use policies within North Carolina. We would publish thought leadership content on our blog, then target that content to community activists or community thought leaders, business leaders that the opioid epidemic has impacted, trying to share our perspective what we think should be done. So that way, when the conversation happens on a state level, people are educated and can make a good decision for North Carolina as far as policies go. Adam Brown: 16:26 I love that. It starts on the blog and then you say, "All right, this blog post is about this topic." The natural constituency for that piece of content is this group. Do you target them organically or paid or both? James LaCorte: 16:40 Both. Adam Brown: 16:40 So you target that group? How does email fit into that equation? Do you take content from the blog and put it into member emails or thought leader emails or those totally separate content streams? James LaCorte: 16:54 For the most part, they're separate content streams but we're working closer. That's in the marketing department. They actually sit on our blog committee, see the content that we're producing, and then we'll highlight it in a member email once a month. They also will come to us if they're having a specific campaign. Because we have a large group of bloggers, they'll come to us and ask us if we could publish certain content and then they would highlight that on their campaign. It's just kind of like a shared service. Adam Brown: 17:24 What's the process for somebody becoming a blogger for your blog point of Blue, fantastic corporate blog is, is that somebody has to be asked to be a blogger or you just say, "I've got something to say." It goes through editorial reviews, similar to the employee ambassador program. How does that happen because you do have a lot of contributors? It's extraordinary. James LaCorte: 17:42 Sure, for the most part, we'll ask as we start to ... Early on, when we blog, it was just a handful of us. There's four of us. As we started reaching out for that content or looking for those subject matter expert and kept asking them questions, they actually would volunteer for that. We have a special program within Blue Cross called Plain Language Simplification. Before they blog, we put everybody through that program. Adam Brown: 18:07 That's awesome. James LaCorte: 18:08 Then we just work with them on a one-on-one basis. Some of them are not comfortable blogging don't want their name out there. We will gather the info. They'll gather the information for us, and we'll write it. Others think it's great and wanna be out there, and we'll post on a regular basis. Adam Brown: 18:23 I'll echo what Jay said. It's an incredible program and kudos to you and your organization for what you're doing, James, in that particular space. I did have a question kind of about paid. You said you're doing a lot of paid as well as organic activities on social. Being in a regulated industry, curious if you have any limitations restrictions for how you can target messaging. I'm gonna assume most of your paid activities are very geo fenced because, again, you represent North Carolina. Any other kind of demographic or psychographic limitations upon what you can and can't do with paid? Is it pretty much we can do whatever we can to try to reach our audience in the best way? James LaCorte: 19:07 Sure. Everything that we do has to be by our Blue Cross Blue Shield Association, has to be targeted within North Carolina. That's the first restriction. Other restrictions would be, as far as regulations go, obviously, PHI. I can't target on Facebook and say, "Show me everybody that has diabetes or is interested in reading about diabetes," because it's gonna target ... Well, Facebook will actually decline that but also, we don't want to give any kind of member data across to those social channels. We have to be a little bit maybe not as specific as we want to be the target some of our messaging, but that's because of privacy reasons. We definitely don't wanna cross that line. Adam Brown: 19:47 That's so interesting. One of the hallmarks of any good marketing campaign in social media is usually to ask a question, to try to get that engagement. But here, in this situation, you are restricted a bit because you don't want people to self-identify as maybe having a chronic disease or something else that may get you into murky waters. James LaCorte: 20:06 Right, definitely.   Adam Brown: 20:08 You mentioned your executives are oftentimes on Twitter. I'm assuming Facebook in there as well. Any other platforms that you're doing a lot of effort on? Are there any other platforms that you're looking at and saying, "You know what, that might be something as 2019 and 2020 come along. We're gonna want to spend some more time and effort on." James LaCorte: 20:27 Yeah, so we're always looking at other platforms. It's funny because everybody, a lot of people in the company will come to say, "Hey, why don't we on Snapchat or TikTok or whatever the latest one is," right? But we have to really look at what our key businesses what our resources are, and is our audience there, right? For example, we really can't market anyone under 18 because they can't buy insurance from us. We're not gonna be on some of the some of the channels that maybe a Nike or something like that would be on. I would say one of the channels that we've seen some growth would be LinkedIn as well as Instagram. Those are the probably the two channels that we see more growth in than any others. Facebook is the one, kind of our dependable channel. Even though organic has gone down, Facebook continues to be the one that gives us the most clicks, page views, and just the most bang for the buck. Adam Brown: 21:21 You mentioned having I think four people in your social media team. Is that correct, James? James LaCorte: 21:26 Yeah, four folks. Adam Brown: 21:27 I'm curious kind of how you have those folks organized. Are they organized by topic, by post creation versus engagement, [crosstalk 00:21:38]. Jay Baer: 21:38 Channel. Adam Brown: 21:39 Channel, love for you to have break that down. James LaCorte: 21:41 Sure. It's not by channel because we're a small team. Like I mentioned earlier, we have a center of excellence with about eight folks, eight areas on there; anywhere from healthcare to HR, to our data and analytics team, our community team, our diversity team. We've actually divided up all the areas that are active on social media or ones that we think should be active. Each of us consult with those specific areas that are assigned to us. In addition to that, we have other roles. For example, one of my employees is focused on the employee ambassador program and executives on social media. We have another employee that is specifically to our blog and paid advertising. Then our third employee is all about community management, customer support, and then publishing our content, owning that calendar as well. I look at my role; even though I do consulting, really just supporting them, rolling up my sleeves, helping them when I have to, but also looking at the horizon to see, "Hey, what's coming from a strategy level," so we can understand how to plan for that as well. Jay Baer: 22:50 That's a great structure. I love that you have that aligned. Here's a question for you, James. James LaCorte, is Social Media Manager from Blue Cross North Carolina is our guest this week on Social Pros. You mentioned that your social media center of excellence has eight nodes, HR, finance, legal. Which of those is the biggest pain in your ass?   James LaCorte: 23:10 I'm afraid to say because they're all gonna be listening to this. Well ... Adam Brown: 23:15 Just between the three of us. We'll get Barbara Walters. Jay Baer: 23:17 After the recording, you can let us know. Actually, Adam and I will both guess and we'll see who's right. One of the things that I think is fascinating about your background, James, is that you've been with the company with the organization for 15 years in a number of different positions. I'd like you to comment on whether you feel like your history there makes you a more effective social media manager because know where the skeletons are buried. I guess I shouldn't say that reference in a healthcare context, but that you know. You've got institutional history there that somebody who has maybe brought in from the outside, who maybe was a social media Manager for someone else might not know the ins and outs of Blue Cross of North Carolina. Do you feel that's an asset in your role? James LaCorte: 24:02 Oh, yeah, definitely. I think a misconception that people have is that social manager just sits there and post on social media all day, right? In my role, it is really important to understand who to go to in certain situations, especially in crisis situations. Or as we're trying to build out our infrastructure and tools that we're using, who in the company do I have relationship with that I can reach out to. A lot of times you hit roadblocks. For instance, with legal, when we initially onboarded social media years ago, I think legal is probably one of the areas that most people have pain points with. Because I had some relationships in there, it was easier to explain it to them. They trusted me, understood what it was about, and allowed us to test the waters. Then we were able to roll it out. I think it's because of those relationships and understanding the business. Adam Brown: 24:56 As a follow up, James, to Jay's question. You've been there for 15 years, as you just said. Obviously, social media. Basically, our entire industry has pretty much been created in those 15 years. Curious about how social media got started and how you got involved in that discipline and where you see it going. Any specific challenges that you saw and, obviously, overcame and those 15 years? James LaCorte: 25:24 Sure. So it's funny. I moved over to the internal communications team years ago. One of the things that identified was the need for our executives to be able to communicate with employees, not just at the quarterly the Town Square meetings or an all employee email, but using internal tools like a discussion board, or an online community like Yammer to not only post you know, push messages out, but listen. One of the exciting things that I did here was, and that was our first initial push into social media, was developing a social media policy and implementing one of those internal enterprise social media tools, and then onboarding executives and employees. That was our first foray into social media. I think because of that, and it went so well, it was easier to push out our external channels as well. Adam Brown: 26:19 That's a really smart way to go about it as opposed to let's start external and try and make a bunch of noise and then try and then resell it internally, starting from the inside out is a really good plan. I'm glad it went that way for you. More people should adopt that methodology in my estimation. Jay Baer: 26:34 James LaCorte's Community Manager, Blue Cross North Carroll guest this week. James, we're gonna ask you the two questions that we ask every single person on this show, going back almost a decade now. You know what they are, you listen to the show. First question for James, is what one tip would you give somebody who's looking to become a Social Pro. James LaCorte: 26:51 My one tip would be to get out of your social media bubble, learn the language of your company, the pain points of your company, and speak that language, and try to find solutions that will address your company's problems. Adam Brown: 27:05 I love that. [crosstalk 00:27:06] Jay Baer: 27:06 Oh, I love that. Adam Brown: 27:07 That seems to be the MO of guests here on the Social Pros podcast. James, you probably heard us say this, about 75% to 80% of the people who have appeared on the show are in a different job or at a different company within a year of being on this show. I expect your new promotion will be on the way soon for you. James LaCorte: 27:27 I'll let you know. Jay Baer: 27:28 Congratulations ahead of time. Adam Brown: 27:30 Commission check is in the mail. We appreciate that. Last question for James LaCorte. If you could do a video call with any living person, who would it be? You're in Raleigh, so it's just like a Mike Krzyzewski kind of answer or something like that. Is there something a college basketball reference story here? James LaCorte: 27:49 No, no. Not at all. I think it's ... actually, I googled for about 15 minutes because I want to find some academic answer, that philosophy [crosstalk 00:28:00]. Adam Brown: 28:01 No, never of them, yeah. James LaCorte: 28:03 Finally, I gave up and I started looking at my Instagram feed and Will Smith popped up. Interesting things I like about Will Smith is he seems like great guy. He connects on social media with all of his fans, but he seems to be going through self-discovery journey and he shares it on social media. It just seemed like he's just working through things, looking to improve himself, sharing it with others. I think that'd be a neat Skype call. Adam Brown: 28:31 I love it, Will Smith. That would be terrific. It is nice, right? Isn't that why we got into social to be connected to one another more? It's great when celebrities do that, right? They sort of let down the curtain and really show you what's going on. That's why I like stories, write stories is really cool format and people tend to go a little more casual there, whether it's Snapchat or Instagram or even Facebook. It's really good. Fun fact, little aside here, the first social media manager that I ever hired at company that I owned long ago, I met this guy on Twitter and hired him on site on scene from Twitter. His name is Will Smith. His Twitter handle is not that Will Smith, which is that was [crosstalk 00:29:14]. I'll make sure to give him a shout out at the podcast. James, thanks so much. Absolutely terrific to have you on the show and congratulations on all the great work at Blue Cross North Carolina. You guys are doing it right. Really proud of what you're putting together. James LaCorte: 29:29 All right. Great. Thank you. It was great talking to you guys. Adam Brown: 29:31 Likewise. Jay Baer: 29:32 Fantastic to have James on the show. Adam Brown at a barn burner. We have we've been hot with the guests last four weeks, right? We had Mark Schaefer, we had Seth Godin. Somebody may have heard of him in the past that guy. Adam Brown: 29:42 Yeah, that guy. Jay Baer: 29:43 I mean Lisa Blackshear from Comcast, games. We've been hot here on the Social Pros podcast. Adam Brown: 29:50 2019, we're starting strong. Jay Baer: 29:52 We are starting strong. Thanks to all of you for listening to the show as well. Make sure we pick it up wherever you get podcasts. We're just on Anchor, just added the show to Anchor this week. If you're an Anchor fan, you can get Social Pros there as well. Obviously, Spotify, iTunes, all the other places. If you haven't had a chance to leave the show a review, and we love that, that'd be super, super kind. Not only is it good for the show, but if there's something you'd like us to do differently or better, please let us know. As I said during this episode, I was serious about that. If you'd like to be a guest on the show, like, "Hey, I got something to say," please let me know. Send me an email jay@jaybaer.com. We'll see what we can do. On behalf of Adam Brown from Salesforce Marketing Cloud, I am Jay Baer from Convince & Convert. This has been hopefully your favorite podcast in the whole darn world. It is Social Pros. We'll see you next week.    
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