In almost two decades of work, Joe has arguably touched more customer-facing social efforts than anyone in the world. More than 300 companies on four continents have created successful programs by following his advice and guidance. As Chief Community Officer, Joe plays an ongoing role in advising customers and in guiding the people at Lithium who help ensure our customer’s success.
Joining Lithium in 2006 as Vice President of Community Management Services, Joe helped enhance Lithium’s deployment process by adding a management track that ensures customers have the policies, processes, and structure they need for success. These elements help companies get the world’s best results from the world’s leading enterprise social media platform. Since that time, he played a key role in the development of our moderation and social media success consulting services, in which Lithium consultants work side by side every day with customers with the largest, most ambitious, and most innovative social programs. In 2012 he created Lithium’s first certification program, and since then has certified more than 500 social media and community managers in training sessions around the world.
Before joining Lithium, Joe held management consulting positions at Ernst & Young and Arthur Andersen, and served as Vice President of Research at Participate Systems . He has also conducted research alone and with academic partners and shared his findings in publications including Sloan Management Review, Strategy & Leadership, eConsultancy, and the Journal of Computer-Mediated Communication. His work has been cited in more than 50 books on the subject of online community, social media, online commerce, and knowledge management, and is the author, with Dave Evans, of Social Customer Experience, which will be published by Wiley in April, 2014.
Joe holds an M.A. from the University of Michigan and a B.A. from the University of Toledo.