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How to Use Social Media to Delight Customers Across 11 Brands

Authors: Jay Baer Dan Moriarty
Posted Under: Social Pros Podcast
New Social Pros Cover Image
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.


Dan Moriarty, Director of Digital Strategy and Activation for the Hyatt Hotels Corporation, joins the Social Pros Podcast to share his approach to cohesively yet uniquely managing a global brand’s social across different platforms.

Dan Moriarty - InstagramMore Than Room Service

With a global portfolio of eleven brands that encompasses 638 properties in 52 countries, the role of social and customer engagement can be both tricky and overwhelming for Hyatt. Luckily, they have Dan on their side who has crafted an approach to social that meets customers in their venue of choice, places importance on human-to-human interaction, and keeps the goal of caring for their customers central to every engagement. Supported by a robust training program, his social style has led to a team of employees, from the corporate hub to individual locations, that understand and embrace the hotel’s mission in customer care and are trusted to advocate accordingly.

In This Episode

  • How a new brand’s social leads to appropriate expectations for your varied customer base
  • Why adding a new channel sometimes means jumping in and just seeing what happens
  • How properly executed customer care leads to an increase in direct sales
  • Why being a responsible global brand means consciously adjusting your social approach for each market
  • How employee empowerment leads to strong internal advocacy


Quotes From This Episode

“It’s all about caring for people so they can be at their best.” —@iamdanmoriarty
“You feel cared for when you engage with a brand in the way you want and that works for your lifestyle.” —@iamdanmoriarty
“Social customer care is about a better customer experience and, for the business, it’s a cost-avoidance play.” —@adamcb
“It’s about making sure our people have the tools, education, understanding, and safe zones, and then trusting them to run with it.” —@iamdanmoriarty
“It’s valuing humanity over processing and allowing and empowering employees to work off-script.” —@jaybaer
“Think the strategy. Don’t overthink the tactics.” —@iamdanmoriarty


See you next week!

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