Episode description

What do YOU do when you're trying to connect with support (and are stuck on hold), or you've connected with them, but they just aren't assisting you?

That's right, you go on social media. And your clients, customers, patients, or members are too. This means, of course, that YOU need to have a strategy in place for how to use that social media to care for them.

Jennifer, Daniel, and Patricia each share instances where they have gone to social media to get support. They then discuss at length how valuable that is, what it might look like, and what you might want to have in place to simplify the process. There are many tools now that can consolidate social DMs, for example, into one place where your more traditional CS staff can access it without jumping all over.

And then we take it above and beyond just simple customer service, turning our social presence into a thriving tribe that not only offers support, but gives us a place to gather "customer intelligence" - to get a finger on the pulse of what our customers are thinking, perhaps using to roll out new services, products, and experiences.

For now anyway, social media is here to stay. Your prospects and customers are using it to reach out for help. You need to get organized, if you aren't already, to utilize those channels and be ready to help them there.

And if you're looking for a great example of how customers can lead the marketing, take a look at @OldNavy and their latest ad campaign!