Today’s interview is with Bian Salins, Head of Social at Now TV, BSkyB. I was introduced to Bian by Martin Hill-Wilson who suggested I should talk to Bian as she was one of the few people that really ‘gets’ what it is to be a ‘social business’. More importantly, he said, she doesn’t just talk about it….she makes it happen for big organisations. Therefore, I was very excited when Bian agreed to spend some time sharing her experience and a few insights around social business and what it takes to make the transformation into a more social business.
This interview follows on from my recent interview: The Tools To Deliver Amazing Customer Service Every Time – Interview With Shep Hyken – and is number eighty three in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.
Here are the highlights of my interview with Bian:
Bian Salins is a journalist turned social business evangelist. Bian’s career started out writing for one of India’s first ever online ventures, Rediff.com. After that she moved to be Associate Features Editor for ELLE Magazine before leaving to come to England. Since then Bian has worked with the Times Education Supplement and then spent nearly 10 years at BT working in different roles from editorial to digital project management to, ultimately, becoming Head of Social Media Innovation, BT Customer Service at British Telecom. In this role, she oversaw the strategy and implementation of BT Consumer’s social media channels for customer service. This lead to them winning the Best Use of Social Media award at the UK Customer Satisfaction Awards 2012.
Bian is currently Head of Social for Now TV, BSkyB, where she has developed and is currently implementing a cross functional social media strategy covering brand awareness, acquisition, customer retention and customer service.
Thanks to Dave Gray for the image.