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EXPERT INSIGHTS
Jun-06-2019
Digital Care Q&A with Latasha Brewster of Neiman Marcus
Lindsey Boyd
Editor's note: Through the Voice of the Khoros Core Q&A series, we highlight the voices, thoughts, and experiences of digital customer engagement innovators using Khoros. Join us to learn expert insights and tips.
Meet Latasha Howard. Latasha is the Executive Services Manager at Neiman Marcus, where she oversees the management of the executive social and customer care departments. As a 20-year care veteran, Latasha understands the importance of creating excellent online customer experiences and what it takes to deliver them. Here are the key professional insights I took away from our conversation:
Which three words describe you best?
Honest, trustworthy, and loyal.
What is your company’s “Social Why”?
In my 20 years in customer and social care, I believe both professionally and personally, a business' "Social Why" is due to the evolution of how they are marketing and managing their business outside of the normal television or flyer advertisement. I find most companies are seeking social care and the data analytics behind it for a more real-time customer perspective of the business, whether it be for a brick-and-mortar business or for an e-commerce business.
Most companies seek social care and data analytics for a real-time customer perspective.
Which living person do you most admire and why?
The person I admire the most is my mother. She has overcome so many obstacles in the past and yet she keeps going. She motivates me to never give up on a dream and to always give my 100%. If it fails, don't beat yourself up! Get up, dust yourself off, and keep moving. Learn from your mistakes and then the mistake is a lesson learned.
When people come to you for help, what do they usually want help with?
I've always been asked for help with solving internal and external situations and problems in business and personal settings. Most of these inquiries are asking me if I would be interested in being their personal manager and/or their social and general customer care business consultant in both e-commerce and in physical stores.
What inspires you?
My inspiration comes from everywhere! People, places, and things spark inspiration in me. The natural flow of life helps me orchestrate and develop plans or ideas needed for any given project. I become an artist, if you will.
What is something you are passionate about?
I'm very passionate about my reputation and whom I'm affiliated with professionally and personally. As your reputation most likely supersedes immediate interaction, I am very aware of my surroundings and my affiliations that are positive for me as well as my affiliates.
What is your favorite thing about working with Khoros?
My favorite thing about working with Khoros is their understanding of analytics for both social care and brand care and how the data captured can be used to elevate your business as a whole. The support and training staff is always available to provide the latest updates and assist in one-on-one assistance.
Want to dive deep into digital care? Download our whitepaper, the Digital Customer Care Playbook.
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