Becky Carroll is Associate Partner of Cloud Advisory at IBM, where she focuses on enabling companies to better engage via technology. Previously she founded Petra Consulting Group, a consultancy focused on social media and WOW customer experiences. Her client roster includes several Fortune 100 companies such as Verizon, Electronic Arts, Hewlett Packard, Fujitsu, and Ford. Becky is the author of the book, The Hidden Power of Your Customers: Four Keys to Growing Your Busines from Existing Customers (Wiley, 2011). She has also been a Social Media Contributor for the NBC San Diego Morning Show on KNSD 7/39 TV. For 6 years, Becky taught the “Marketing via Social Media” class at UC San Diego Extension and is the author of the business blog Customers Rock! (http://customersrock.net), listed in the top 2 of the Top 20 Customer Service blogs.