Over the past few years social media has made a profound change in how consumers interact with brands and that that has greatly impacted how companies structure their customer touch points. No longer can siloed departments effectively engage customers online as social media stretches horizontally across marketing, communications, customer service, sales, research and development.
Therefore, in order for a company to successfully utilize social media they must first prepare to align internal roles, processes, policies and stakeholders with their business objectives. Eighty percent of a successful social media strategy is getting these areas established and only twenty percent is about the technology.
Here are some of our services to help your company manage its social presence:
- Planning
- Crisis response plans
- Organizational model polices
- Disclosure/ethics policy
- Social media policy
- Community policy
- Internal education
- Research
- Customer Profiles
- Demographics
- Psychographics
- Socialgraphics
- Social audit
- Customer Profiles
- Resources
- Staffing Roles
- Community managers
- Customer service
- Analytics
- Education & Training
- Advocates
- Employees
- Executives
- Legal
- Marketing & communications
- Customer service
- R&D
- Software
- Listening platforms
- Engagement consoles
- Tracking tools
- Reporting
- Web analytics
- Community analytics
- Staffing Roles