1. Social Stack
1.1. Free People
1.1.1. Hootsuite
1.2. Urban Outfitters
1.2.1. Sprout Social
2. Social Care Overview: Twitter
2.1. @FreePeople
2.1.1. Primarily a marketing channel; few CS took days to answer
2.1.2. Primarily engagement by customers; didn't look to have a ton of CS volumes
2.1.3. Hootsuite
2.2. @UrbanOutfitters
2.2.1. very active on CS; take order # on DM
2.2.2. Sprout Social
2.2.3. A few instances for click to DM; https://twitter.com/UrbanOutfitters/status/768180700155478016
3. Types of complaints
3.1. standard to retail; delivery, clothes / product issues, returns
3.2. questions about stock / a particular item
4. in the news
4.1. vamping up omni-channel strategy with strong direct-to-consumer performance
4.1.1. https://www.internetretailer.com/2016/08/18/urban-outfitters-looks-omnichannel-spur-growth?utm_campaign=Urban+Outfitters+looks+to+omnichannel+to+spur+growth&utm_medium=ShareClick&utm_source=AddShoppers
5. Key Stakeholders
5.1. Social / Media
5.1.1. Social Media team seems to consist of Specialists, who are primarily content creators and stylists (seem to be more on a fashion career + opportunity)
5.1.2. Christina Hutson, Social Media; chutson@freepeople.com
5.2. Digital / Marketing
5.2.1. Jack Reynolds Managing Director eCommerce & Digital Marketing at Free People; jreynolds@freepeople.com
5.2.2. Lisa Wexler Sr. Manager, Internet Marketing; lwexler@freepeople.com
5.2.2.1. Bryan was previously pointed to Sr. Manager, Brand Marketing; she is gone but had no interest; seem to be marketing focused with little to no understand of social CS
5.2.3. Krissy Meehan - Mashinsky Global Vice President at free people; kmashinsky@freepeople.com
5.2.4. Haley Fiebach Marketing Manager at Free People; haley.fiebach@freepeople.com
5.3. Customer / Experience
5.3.1. Andrew Rauch Sr. Director, Global CRM & Customer Analytics at Urban Outfitters; anrauch@urbanoutfitters.com
5.4. Contact Center
5.4.1. gives Free People as Director of CS
5.4.2. Mary Redding Senior Wholesale Customer Service Coordinator at Free People; mredding@freepeople.com
5.4.2.1. doesn't seem to likely, but only customer service contact otherwise
5.4.3. Sarah Litteral Wholesale Customer Service/Operations Manager; slitteral@freepeople.com;
5.4.3.1. doesn't seem to likely, but only customer service contact otherwise
5.5. IT / Misc.
5.6. C - Level
5.6.1. David Hayne COO at Free People; dahayne@freepeople.com
5.7. Mobile
5.7.1. Shawn Hebb Product Manager, Mobile and Engagement; shebb@freepeople.com; "Manager of mobile and engagement team responsible for the roadmap, design, and implementation of Free People's iOS app"