Thursday, August 23, 2012

Structure social for customers not departments

It's a trap that many companies fall into and is a killer for customer experience. 

Customers need a centralised concierge who can respond and provide useful information in an engaging way. 

What happens behind the scenes is not your customer's concern and it is up to the social team to develop processes for making information management seamless. 

Customer's shouldn't be able to see your organisational chart by looking at how your social accounts are set up. 

Your social account architecture shouldn't be the same as your organisational chart if you want to deliver true customer service. 



Posted via email from cjlambert's posterous

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