Social Media Club hosts Hy-Vee customer care team

Nathan Wright made a name for himself on Des Moines' social media scene as the founder and owner of the social media consulting firm Lava Row.

But roughly eight months ago, he decided to hang up his consulting cap and took a position on Hy-Vee's social media team.

Social Media Club of Des Moines will host Wright and Larry Ballard of the store's customer care team for a workshop on the "Customer Service Revolution in Social Media." The event takes place from 5:30 to 7 p.m. Thursday at Hy-Vee's corporate headquarters, 5820 Westown Parkway, West Des Moines. Tickets are $10 for the event.

We asked Social Media Club president Caroline Jones about the event.

Q. What kind of insight can Wright and Ballard provide to people who attend the event?

A. From an industry standpoint, customer service is a major component of the grocery retail business, so Nathan and Larry are in a position to offer valuable insight to business leaders to provide better service to their customers via digital marketing.

Q. Why is this type of education important?

A. Generally speaking, the types of problems companies face when dealing with social media are a direct reflection of internal order and processes. If a customer provides honest feedback (whether positive or negative) about their experience and the company fails to properly address it, the situation becomes a reflection of company values.

Q. How well or poorly is business doing in addressing social media?

A. Companies continue to fail to recognize the need or value of staffing someone to manage social media. Perhaps the company or industry isn't in a position to adapt fast enough to rapid changes in the digital landscape. Social media has thrust many companies into embracing a deeper connection with their customers and the business may not necessarily be equipped to handle it.

Wright has a pretty good reputation in social media.

He is a veteran in the digital marketing industry and an entertaining speaker. His professional background includes working for an advertising agency, starting his own business, and now working for Hy-Vee corporate. Nathan offers valuable insight to anyone interested in learning more about how social media can transform their business and career.

Q. How has Wright's work affected you?

A. He was very influential in my decision to go into social media early on in my career after college. Nathan has been a valuable resource and connection within my network, and the same is true for many digital marketers in Des Moines. He's passionate and truly enjoys sharing what he's learned along the way.