Becoming a social business – not just a company with a Facebook page – is a change management opportunity and challenge for a company. It requires attention to people, processes, and technology.
The more important question is what can a company do to provide a better customer experience? And what changes to people, processes, and technology are needed to support the strategy and tactics for such a customer-centric business model?
Doing social from a holistic corporate perspective needs to be driven at the executive level because it’s a strategic play. Without executive buy-in and KPIs that support the social objectives and strategy, it will fail within a company.
Once the corporate strategy is defined, then you’ll know the right people for your social team, the right processes to make the team remain effective, and the right technology solution sets needed to support the people and processes as well as to measure program success.
If you’re interested in social customer service, check out:
Snackable Insights into the ROI of Social Business
Episode 1: How to Build a Business Case for Social Customer Service
Episode 2: Calculating ROI for Social Customer Service
Episode 3: How Social Customer Service Benefits the Entire Company
White Paper: Social Customer Service ROI Guide