Good morning everyone! Happy Friday. More importantly Happy Mother’s Day Weekend to all of you fortunate enough to have children, what a blessing they are thanks to you Mom. I’m very lucky, my mom Donna is an amazing mother and I love that I moved back to Detroit to spend more time with her. As lucky as I am, my 3 children have really hit the jackpot with Staci. One day is nowhere near enough to celebrate all she does for our children.
Mom’s….and Dad’s for that matter in social media I haven’t been getting much sleep lately. There are so many exciting opportunities and challenges in social that I thought I’d put a list together of the things I’ve been working on with clients that keep me up and night.
- Social Sales – Everybody wants to know how do I make money with social, how do I show a hard ROI.
- Social Customer Care – Executing the use case for customer retention and customer service in social media and showing the impact on retention/loyalty.
- Social Marketing – Optimizing the most effective and efficient use of marketing investment across the social internet, social marketing is the last unaccountable spend but not for much longer.
- Competitive Analysis – There is such a hyper focus on competitors in social media, wish more resources were focused on improving internally first.
- Social Technology – Integrating social media listening, publishing, advertising and search strategies to optimize social investment, resources and results.
- Social Partner Management – Define, document and present a preferred social media ecosystem including digital and creative agencies, media buyers, solution partners and system integrators.
- Customer Experience – Present a coordinated Web/Mobile/Social customer experience every single time.
- Employee Engagement – Educate, create and harness the power of a brand’s greatest social media advocates? Think about the power of employee advocates for a brand like Lowe’s with all those customer touch points.
- Social Culture – Drive the same cultural revolution inside a brand at a faster speed than consumer behavior is changing on the outside in social.
- Social Decision Making – Driving adoption to the point to where a brand routinely leverages social data and customer feedback to make improved business decisions.
- Social Center of Excellence – Create a social media nerve center centralizing key functions including PR, Communications, Agency, Customer Service, IT and Marketing into one physical location all centered around the customer.
- Big Data – Measure the impact of online to offline transactions on new customer acquisition, conquests and retention.
- Social Media Playbook – Building a social media playbook outlining the key goals, metrics, roles/responsibilities, process, policies, content and engagement guidelines, education and adoption strategies.
- Sponsorships & Events – Maximize the positive impact of social media on sponsorship opportunities and live events.
- PR & Crisis Management – Protect the brand and mitigate risk from the tidal wave of negative sentiment.
I think it’s going to be a long night! See you next week. Thanks for visiting my blog.
Chad - Rappin' On Social Customer Service 