Karianne Stinson heads social media for Priceline. Her role – part strategist, part crisis manager, and part travel ambassador – requires a clear vision plus a huge dose of patience. Stinson opens up about the challenges she faces day-to-day and the long-term course she’s setting for the company.
CCO: You manage a very complex operation – one that includes customer service, promotions, and content delivery. Tell us about the process and systems you’ve put in place.
Stinson: When I started, it was just me handling customer service, community management, and strategy. We have since invested in growing our customer service and related processes for social. I now have a counterpart within our customer care team who’s the manager of social customer care, and he’s hiring agents who engage in the channels…
Onward & Upward: Go Behind the Scenes of Priceline’s Social Media
