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How Universal Parks & Resorts Creates In-Park Social Moments

Posted Under: Social Pros Podcast
Hosted By

Daniel Lemin

Convince & Convert

Hannah Tooker


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.


Even if a brand’s social approach looks like it’s all fun and games, there’s a lot of hard work, thought and strategizing going on behind the scenes. And, this week’s Social Pros guest gets to experience both!

Creating Awe and Wonder on Social

Here at Social Pros, we were so excited to have Eric Gray, Senior Director of Content & Engagement at Universal Parks & Resorts, on the podcast. Not just because we love theme parks, but because his social approach is superb!

Eric preaches the power of user-generated content and explains how he leverages it at Universal. He explores the challenges he faces, where he looks for inspiration and details their Instagram and Twitter strategies.

Plus, Eric tells us how he looks to engage communities through content and so much more. It’s a fun episode with some excellent insight from a true social pro.

In This Episode:

  • 5:12 – Introducing Eric Gray
  • 6:16 – Eric’s day-to-day
  • 9:46 – Typical challenges Eric faces
  • 14:35 – Social for a theme park during COVID
  • 17:09 – What role does a theme park play in virtual spaces?
  • 20:26 – Seeking social inspiration in a theme park
  • 24:35 – How Universal Parks & Resorts use UGC
  • 31:48 – How their Twitter creates awe and wonder
  • 38:07 – Eric gives advice for social pros

Quotes From This Episode:

“Social doesn’t get the credit for the role it plays in building a brand.” Click To Tweet

“When you spend so much time creating a relationship with your customers, guests and followers, you have the right to show up in those hard moments.” @TheEricGray

“I think that the best thing about social media professionals is they’re just fantastic content strategists.” @TheEricGray


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