Transient

Guy has trained professionals from the following organizations:

  • Alliance Bank Malaysia
  • Authority for Electricity Regulation Oman
  • Bakrie Telecom Indonesia
  • Celcom Aiata Bhd
  • Dutch Lady Milk Industris Malaysia
  • Lembaga Tabung Haji Malaysia (Hajj Fund of Malaysia)
  • Majan Electricity Company
  • Maxis Telecom Malaysia
  • Nestle Products Malaysia
  • Panorama Langkawi Malaysia
  • Petrochina International Company Indonesia
  • Port of Tanjung Pelapas Malaysia
  • Protect Your Insurance Deposits Malaysia
  • Public Complaints Bureau of Malaysia
  • Saudi Electricity Company
  • Shell Malaysia
  • SME Bank Malaysia
  • Syabas Malaysia
  • Tamimi Commercial Division
  • Thai Airways
  • TM Bhd (Telekom Malaysia)
  • TNB Distribution Malaysia
  • Tourism Development and Investment Company (TDIC) UAE
  • U Mobile Malaysia
  • UAE Exchange

GUY STEPHENS

Expertise:    Customer Experience, Customer Service, Social Media, eCRM, Project Management, Search Engine Optimization (SEO)

Email:    guy@zanerva.com  

Blog:  beingguy1067.com

Back in 2008, when Guy Stephens  managed the Customer Knowledge Unit of The Carphone Warehouse (Europe’s leading independent retailer of mobile phones and service) he discovered that customers were posting comments about service issues on Twitter, blogs and e-review sites.  It was at that moment that the organization took the   courageous stance to be one of the early adopters of Social Media in Customer Service in Europe. After personally dealing with a customer’s problem via Twitter, Guy received this   feedback: “…in desperation, I turned to Twitter to try to penetrate what felt like the huge , uncaring behemoth of Carphone Warehouse. Guy Stephens tackled the customer rage in a passionate,  empathetic manner. I tweeted him at 8pm. He replied at 8:07pm. I was unconditionally blown away.”

"Guy Stephens has the right attitude and his body language and communication proved it again and again which gave the participants an extra cushion to actively participate. He was open to questions, literally guided participants, and was open to queries rather than dominating with his views. "

Devika Vittal - Customer Care Manager of the UAE Exchange

Guy Stephens has been described as ‘one of the world’s leading thinkers on social media customer service’.  He combines a thorough knowledge of Social Media principles with hands-on customer service knowledge through his experiences at the front line dealing with customers and managing customer service teams. Before joining Carphone, he was the Global Online Marketing Manager at the drinks division of Mars Inc. where he was responsible for online marketing and eCRM for their UK, European, Asian and US customers.  He was also Senior Consultant at  Foviance, a multichannel customer experience consultancy where he worked with government, retail, FMCG, travel and telco clients on their customer service enhancement strategies.  He was also part of the team that set up the BestBuy UK contact center and was one of those responsible for the implementation of the KANA email management system.

Guy writes his own blog beingguy1067.com  where he shares his musings on social  customer care. He was invited to be one of the Founding Council Members of BestService.com which is the customer service portal for CustomerThink.com. He is an Expert Adviser on the topic of customer service for Focus.com, and a committee member for Digital Surrey, a non-profit digital networking organization. Guy is a frequent speaker on the use of social media and     customer service. He has been invited to speak by the Institute of Customer Service and Customer Contact Association, the European Customer Experience World, eMetrics London, Social Media in Financial Services,   Retail Systems Multichannel Conference, and the Internet   Retailing Conference among others.  He recently joined Capgemini as a Social Media and Social CRM consultant where he helps organizations understand how customers are changing the way they interact with  organizations and with each other, and how to improve customer service through the specific use of Social Media.