Advises the CEO in all areas of business, marketing, branding and content strategies.

I provide companies of all sizes with social media training and mentorship to help them better use social media to connect with their existing customers. My goal is to teach clients how to effectively use social media to better connect with customers, but to also show clients how to use social media to improve its existing communication efforts via other channels and tools. My clients are businesses of all sizes, from sole proprietorships to companies as large as Dell. In addition to providing social media training and workshops for companies, I am also a frequent speaker at private and public events. I have spoken at some of the largest social media conferences in the world, including South By Southwest, Marketing Profs Digital Marketing Mixer, and Optimization Summit.Core Deliverables to Clients:Content Direction, Strategy Development and Execution - I assist clients with all areas of content design, management and execution, based on need. This can include anything from simple advisement, auditing existing efforts, or design, execution and management of a complete content strategy. Brand Advocacy, Ambassador and Voice of the Customer Program Design - Since 2008, I have been working with clients to help them design and execute programs that are designed to better connect with customers, and leverage them to help sell and grow their brands. This includes brand ambassador, voice of the customer and loyalty programs. My methodology can be found in my book Think Like a Rock Star: How to Create Social Media and Marketing Strategies That Turn Customers Into Fans.Online Reputation Management - I work with clients to help them develop monitoring and engagement systems to proactively manage their online reputations. I also advise clients on an as-needed basis for issues or problems that suddenly arise with complaints, fake reviews or other issues that threaten their online reputations.

In 2016 I was contacted by Cory Edwards, Adobe’s Director of Social Media about joining Adobe’s Insider Group to help advise on the direction of its Adobe Summit and promote the event. I met Cory in 2011 when he was the Director of Social Media for Dell, and I worked with Dell on its Customer Advisory Panel. The Adobe Insider’s Group is designed to bring together select influencers to serve as both an advisory panel to Adobe on the direction of the Summit, and to also promote the event both before, during and after.I worked with Adobe as a part of its Insiders Group of influencers to advise Adobe on the Summit itself, provide promotion and to document the Summit experience on-site in Las Vegas. My responsibilities were to advise Adobe on the direction and social media strategy for the Summit, coordinate live events during the Summit, and help the group hit desired numbers for promotion and engagement.Adobe easily met its engagement goals for both the 2016 and 2017 Adobe Summit. While the engagement and content creation from the Insider’s Group was very strong during the 2016 Adobe Summit, engagement increased by over 80% in 2017. Total content creation in 2017 alone included over 60,000 tweets on Twitter and over half a million views of videos created during the Adobe Summit. I was the most active member of the Insider’s Group in 2016 and the promotion and content creation by the group helped drive a 20% increase in Adobe Summit attendance for 2017.

I worked on Finity AI's Paper.li product as a Customer Experience Designer to give Paper.li a plan of action for better connecting with its power users, while also giving new users a reason to stay with Paper.li and eventually become power users themselves. My job was to give Paper.li the strategic vision to solve these problems, then execute on the creation of a solution that addressed these problems either collectively, or separately.Working with Paper.li, I created a Brand Ambassador program for the brand that addressed four key areas:1 – Helping Pro Users more effectively connect with new users2 – Reward users that were actively recruiting new users to Paper.li3 – Providing better educational materials on using the Paper.li service so that new users can more quickly get up to speed on what Paper.li offers. This also helps address new user churn.4 – Creating ways to better promote Paper.li’s most passionate users and increase customer loyalty. As I always tell my clients, “Reward the behavior you want to encourage”.Testimonial from Kelly Hungerford, who served as Paper.li's Director of Marketing and Community during this period: “A company’s first-to-market product advantage can quickly fade. After a viral launch, Paper.li needed a solid strategy in place to reward and retain our most valued end users.Mack’s in depth experience building Dell’s customer advisory panel, coupled with his record with building strategic brand loyalty initiatives and passion for connecting companies with consumers for win-win scenarios was the perfect partner for defining and structuring Paper.li’s 4 Pillar Brand Ambassador Program.At the end of our twelve month engagement we had far more than an ambassador program: we had a blueprint for organic growth that proved to increase growth and loyalty simultaneously, exceeded stakeholder expectations and earned long-term end-user loyalty."

DellCAP is a customer insights initiative that Dell launched in 2010. CAP stands for Customer Advisory Panel. The idea was simple: Dell wanted to bring some of its customers directly to its world headquarters in Austin, Texas and get first-hand feedback on Dell products, business processes, and customer service. Dell brought in a total of 30 customers with an interesting twist; half the customers would be fans of Dell, and half would be customers who had complained online about Dell products. Dell would meet with the customers who had complaints one day, and the next day they would meet with their fans. The idea was to give Dell feedback from both their supporters and detractors.I served as the moderator and facilitator for the DellCAP event in both 2010 and 2011. Additionally, I consulted with Dell on the structure and strategy for the event beforehand, during, and afterward. My responsibility as moderator and facilitator during the event was to ensure that the customers’ views were properly communicated to and addressed by Dell, and that Dell’s point of view was correctly communicated to the customers. Prior to each event, I advised Dell on how to properly structure the event and afterward I worked with Dell on how to best incorporate customer feedback in order to improve existing business processes.Testimonial from Michelle Brigman, Dell's Director of Social Media Listening and Engagement during this period: “Mack’s expertise in social media is widely known & respected. When we invited him to help facilitate a customer event, we knew that his integrity, reputation, commitment to his customers, & knowledge would make for a great partnership. We were right. Our customers trusted him to be fair, honest, but also ask the tough questions. Our event was a success & we continue to value to his ideas about building stronger customer relationships.”

Responsible for the merchandising and marketing of selected lawn care and pesticide products in retail outlets in the Huntsville market. Duties included replenishing merchandise in store, as well as providing customer service to customers as necessary. Additionally, I was responsible for commission-based sales of the products to customers. These efforts resulted in sales for three product categories leading the nation in July of 2005.

Responsible for the online promotion, sales and marketing of products and accessories for multiple vehicles via eBay as well as the Long-Lewis Ford Accessory Center website. In 2004, I initiated a rebranding strategy focused on reaching Ford evangelists that resulted in sales for 2004 exceeding forecasted amount by 45%.

As a warehouse Specialist, I worked in all areas of business operations, and at times supervised teams in those same roles. Some of the many responsibilities I had included:Unloading and loading trucksMoving product off trucks into inventory and back to product lines Pricing productPackaging products both for sale and shippingAccepting and processing returns and incorporating product back into inventory for resaleI also gained experience using multiple machines and hardware including driving forklifts (gas and electric powered), 'cherry pickers', ballet jacks, and shrink-wrapping machines for both product packaging and shipping.I also supervised small teams up to entire shifts of up to 200 associates.