Consider this: There are three primary touchpoints that drive 99% of the conversations about brands, products and services on the social web:
- The actual sales process;
- The actual product or service experience, and
- Customer Service.
True, some parts of the sales process are under the control of marketing…but the others are not. They are a function R&D or product engineering, Operations, HR (where those engineers are hired), Legal (where social media policies are set) and the the executive leadership team. To effective, you need the aligned effort of every one of them.
So, as you work on the development of your social presence, be sure to loop in the rest of your organization. Not only will your workload be spread, your program will actually work better.
This tip pulled from a longer story from Dave Evans’ ClickZ column.
Dave Evans is the VP of Social Strategy at Social Dynamx, an Austin, TX-based firm involved in the processes that link customer service and the social web. Dave is also the author of best-selling “Social Media Marketing: An Hour a Day,” as well as “Social Media Marketing: The Next Generation of Business Engagement.” Dave is a regular columnist for ClickZ, a frequent keynoter and leads social technology and measurement workshops with the American Marketing Association as well as Social Media Executive Seminars, a C-level business training provider.