Petra Consulting Group/Customers Rock! is headed up by Becky Carroll, long-time customer advocate and someone who is passionate about social media, marketing, and the customer experience. In 2005, Becky founded Petra Consulting Group, a strategic consultancy helping companies grow through customer conversation leading to stronger customer relationships. Through our work with several Fortune 100 companies such as HP, Electronic Arts, and Ford, we have spent a lot of time improving customer experiences, driving increases in marketing results, and helping companies of all sizes re-think their customer service and support.
Becky Carroll is the author of The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers (Wiley, 2011). In addition, Becky is the Social Media Contributor for NBC/TV San Diego. She teaches the “Marketing via New Media” class at UC San Diego and is also an accomplished international speaker and a frequent contributor to industry conversations about social media, customer experience, and CRM, and customer service and loyalty.
In her most recent role, Becky was the Community Program Manager and social media strategist for Verizon, driving the conversation for their forums, blogs, and ideas collaboration site. Under her guidance, the Verizon Community was listed as the #1 online branded community by ComBlu and won the Best Community-Business Integration Social Excellence Award from Lithium Technologies.
Previously, Becky was the Director of Social Media for Brickfish, a social media advertising platform which helped create branded User Generated Content for some of the world’s largest brands such as Microsoft, Nike, Estee Lauder, and Intuit. Prior to founding Petra Consulting Group, she was a senior consultant with industry-leading Peppers and Rogers Group. Previously, Becky worked at Hewlett Packard, both in the UK and in the US, in the areas of customer loyalty, customer service, and marketing.
A Note from Becky: Why Customers Rock!?
There are undercurrents of a fundamental attitude change in some companies. Customers are being seen as valuable company assets, not as resource drains. This is an attitude I call “customers rock!”. Everyday, both as a businesswoman and as a consumer, I have thoughts and ideas as I walk through the customer experiences of services and products. I want to share those thoughts and ideas so more companies can learn how to take on this “customers rock!” attitude for themselves.
You can contact me at becky at petraconsultinggroup dot com if you would like to talk to me about social media, how to have your organization become a Customers Rock! company, hire me for speaking, or if you just want to say hello!