Building a Customer Service-Marketing Social Engagement Team

Listening Points Social Engagement

What it does it take to build a successful social engagement strategy?  Start with getting your customer service and marketing teams on the same page. That's a key point in Aliza Sherman interview Social Media Melding:  Marketing and Customer Service Collaborate with Ross Daniels, Director of Marketing for Cisco that I recently read. One of the first things companies should do before deploying any software solution to help harness social media activities and actions, says Daniels, is to make sure social media is positioned — or repositioned — as residing between marketing and customer service. If customer service and marketing aren’t talking to each other, there is a high likelihood that social media marketing efforts will fail. Communications is a fundamental component in a successful social engagement strategy, and Aliza outlines some excellent steps in improving the collaboration process. … [Read more...]