In almost two decades of work, Joe Cothrel has arguably touched more customer-facing social efforts than anyone in the world. More than 400 companies on four continents – including Best Buy, Google, IBM, Sony, Paypal, SAP, Spotify, and Virgin Media – have benefited from his advice and guidance. He has trained more than 500 community managers in a certification program he created and runs. A specialist in management and measurement, Joe calls on ten years of prior experience in management consulting at Arthur Andersen and Ernst & Young. He has shared his findings in such publications as MIT Sloan Management Review, Strategy & Leadership, and the Journal of Computer-Mediated Communication, and is the co-author of Social Customer Experience (Wiley, 2014).