2. Social Media Today presents:
Heard it From the GripeVine:
How Customer Complaints are Hurting Your Business
Brought to you by

3. How to Participate
• Submit your questions in the GotoWebinar
presentation window
• Follow along and share your thoughts on Twitter
at #SMTlive

4. About the Moderator
Paul Simon is a senior site curator for Social Media
Today whose responsibilities include co-managing
SocialMediaToday.com and managing the Social
Media Today group on LinkedIn. He also moderates
occasional webinars for Social Media Today and
helps develop partnership opportunities. He is a
former bureau chief for The Associated Press wire
service at the Los Angeles, Dallas and Omaha
bureaus, and has served as editor/content manager
for a number of online sales training communities
including Sales.com, TopSalesWorld.com and
Candogo.com. He also writes and edits written
content and manages webinars through his
consultancy, SharperContent.

5. About the Panel
Dave Carroll is a Canadian award-winning singer-songwriter, professional speaker, author and social media
innovator who was introduced to millions when his 2009 YouTube music video “United Breaks Guitars”
became a worldwide sensation. The song chronicled his experience in the customer service process with
United Airlines. Known as a master storyteller, his United Breaks Guitars video trilogy has awakened
companies everywhere to the importance of focusing on the customer and on delivering exceptional
customer experience. He has become internationally famous as one of the world’s top media relations
innovators and customer experience authorities and is a co-founder of Gripevine.com, a website dedicated
to matching companies with consumers to resolve product or service complaints. In May, Carroll published
his first book: “United Breaks Guitars: The Power of One Voice in the Age of Social Media.”
Micah Solomon is a bestselling customer service author, professional keynote speaker, entrepreneur, and
business leader who recently was named by The Financial Post as the “New Guru of Customer Service
Excellence.” He specializes in creating five-star customer service with an eye toward bottom-line results.
That he built his company, Oasis Disc Manufacturing, from Micah Solomon is a bestselling customer
service author, professional keynote speaker, entrepreneur, and business leader who recently was named
by The Financial Post as the “New Guru of Customer Service Excellence.” He specializes in creating five-star
customer service with an eye toward bottom-line results. Solomon’s new American Management
Association book, High-Tech, High-Touch, Customer Service, follows his hit book of 2010 called
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.

6. To Purchase:
http://www.micahsolomon.com/books.html

7. To Purchase:
http://www.davecarrollmusic.com/book/

8. Thanks for Joining Us
• This webinar will be available on-demand at
www.SocialMediaToday.com. Stop by to
learn more and share your comments.
• Connect with our panelists on Social Media
Today using the search function:

9. Join us August 21th for…
Is Social Still Cool? What a Social Media Strategy
Says About Your Brand
Register at: http://socialmediatoday.com/paid-earned-owned