Erika Lovegreen, the SVP of Marketing & Communications at ICUC, is on Social Pros this week to talk about the intricacies of managing communities in an ever-changing landscape. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud Full Episode Details Erika Lovegreen, the SVP of Marketing & Communications at ICUC, has made “people” her business — whether it’s blurring the lines between community management and customer service or adapting to new trends/platforms to meet customer needs. Erika kicks off with a little ICUC backstory, starting from their humble beginnings moderating WWE conversations via text messages to partnering with Forbes list brands. She also explains what it takes to offer their services efficiently on a realistic and scalable level. We hear how changes in the digital landscape, as well as global events, have not just changed how audiences react but community managers as well. Erika also highlights the importance of learning to embrace a bit of discomfort and pushing boundaries as the social scene changes more rapidly than it has in decades. In This Episode: 03:19- Erika explains what ICUC does 05:28 - The line between community management and customer service 06:59 - How the ICUC relates with their agency partners 09:01 - Why prioritization is important when managing clients at scale 11:36 - Erika’s take on the evolution of customers’ attitude over time 13:47 - Why empathy is vital for both brands and the communities they serve 15:55 - Erika breaks down the scoreboard of a typical interaction between ICUC and their clients 18:06 - How passion and logistics play into assigning staff to subject areas 20:47 - The advantage of specialization and forming the right partnerships 23:39 - How the social media age has changed the skillsets needed at ICUC 26:32 - Steps brands should take to ensure they have the right engagement strategies for the future 31:49 - How Erika's background in healthcare feeds into her present role 34:12 - Erika’s advice to people looking to become social pros Resources ICUC’s Twitter ICUC’s LinkedIn Erika’s Twitter Visit SocialPros.com for more insights from your favorite social media marketers.