Lisa Blackshear

Blackshear and her team have one task: meeting customers where they’re at. She’s played a key role in the company’s customer service transformation, improving her team’s response times on social media to more than 90%. But it’s far from a perfect science, and Blackshear attributes her success to her ability to embrace shifts in customer behavior. “We’re still tweaking, refining every day because you have to be able to have a swivel chair’s mind,” Blackshear said during a March appearance on the Social Pros podcast. “You have to have a stomach for change because I never know when we’re going to have to pivot to go to some new channel, hire different people, skill various agents to be able to do multiple things.”

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