Becky Carroll

Current

Teacher, Marketing via New Media at UC San Diego
President at Petra Consulting Group

Past

Director of Social Media at Brickfish
Senior Consultant at Peppers and Rogers Group
Director of Marketing at Hewlett Packard, UK and Ireland

Customer Loyalty Manager at Hewlett Packard

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Education

University of California, Berkeley
California State University, Hayward

Recommended

14 people have recommended Becky

Connections

486 connections

Industry

Marketing and Advertising

Becky Carroll’s Summary

Becky is the president and founder of Petra Consulting Group, a management consultancy focused on creating WOW customer experiences through customer conversation, social media, and customer experience. Becky’s clients have included several Fortune 100 companies such as Electronic Arts, HP, Fujitsu, and Ford Motor Company as well as start-up companies. Projects have included customer strategy, social media strategy, marketing, customer service, customer experience, as well as customer needs and segmentation research.

Becky is a thought leader in the social media space and authors the blog Customers Rock!, listed among the Top 25 Marketing blogs and also a Top 5 customer service blog. She is active in social media circles and helps her clients figure out whether and how to use social media to engage with their customers. Becky teaches at UC San Diego Extension on Marketing via New Media.

Becky is a radio personality for the nationally syndicated program The Big Biz Show. She is a highly-regarded speaker with international expertise, with speeches ranging from keynotes to workshops to webcasts.

Becky also served as the Director of Social Media for Brickfish, a start-up social media marekting platform. She was responsible for all aspects of social media marketing and advertising, community management, blogger outreach and PR, as well as social media thought leadership.

Previously, Becky was a Senior Consultant with industry-leading Peppers and Rogers Group. During her time at Peppers and Rogers Group, Becky was involved with customer strategy, loyalty metrics, contact center strategy, and high tech planning.

Prior to joining Peppers and Rogers Group, Becky worked at Hewlett Packard for 14 years. Most recently, she had served as Director of Marketing for the UK and Ireland.

Prior to her time in the UK, Becky was the Worldwide Customer Loyalty Marketing Manager for HP Services. Becky also taught technical and marketing courses at HP.

Becky Carroll’s Specialties:

Social media, marketing, customer retention and customer loyalty, customer experience, service and support strategy in high technology, information technology, entertainment industry, gaming industry, automotive industry, contact centers.

Becky Carroll’s Experience

Teacher, Marketing via New Media

UC San Diego

(Educational Institution; Research industry)

May 2008 — Present (1 year 7 months)

Teach Marketing via New Media class at UC San Diego, an extension course covering why and how a business can use social media marketing to increase sales and deepen customer relationships.
President

Petra Consulting Group

(Management Consulting industry)

December 2005 — Present (4 years )

Strategic consulting, including customer strategy, social media strategy, marketing, customer experience, customer needs research, and customer retention and loyalty.

Speaking services include keynotes, workshops, conferences, webinars, and private events.
Director of Social Media

Brickfish

(Privately Held; Marketing and Advertising industry)

October 2008 — March 2009 (6 months)

Responsible for all aspects of social media marketing and advertising, community management, PR, and thought leadership.
Senior Consultant

Peppers and Rogers Group

(Privately Held; Management Consulting industry)

January 2001 — December 2005 (5 years )

Consulted to Fortune 100 companies in the areas of Customer Relationship Strategy, 1to1 Marketing, contact center strategy, and customer-focused metrics. Worked closely with executives to drive customer-focused change within both B2B and B2C organizations.
Director of Marketing

Hewlett Packard, UK and Ireland

(Public Company; 10,001 or more employees; Computer Hardware industry)

May 1998 — November 2000 (2 years 7 months)

Managed the strategy and execution of the marketing organization for HP's UK and Ireland B2B customers, incorporating both product marketing as well as customer service. My 40-member team included product management, marketing communications, PR, and customer loyalty programs. I also served as part of the European Marketing Management team.
Customer Loyalty Manager

Hewlett Packard

(Public Company; Computer Software industry)

January 1995 — May 1998 (3 years 5 months)

Managed a team of 8 people responsible for $1B portfolio of mature software products. Team also responsible for retention and growth of HP's installed base of software customers. Pioneered customer relationship building programs for HP Services.

Becky Carroll’s Education

University of California, Berkeley

BS , Electrical Engineering/Computer Science , 1983 — 1987
California State University, Hayward

MBA , Marketing Management