Have you ever considered “outsourcing” or “delegating” your Social Media? If so, then read this post before acting. In “The Social Quote” this week, we feature Laura Roeder, Entrepeneur, online Social Media Marketer and Founder of LKR.
“Remember that social media is not just marketing, but also customer service — people are interacting with and asking questions about your company, and the person answering them must be knowledgeable. And it’s especially important because a bad social media interaction can be spread virally in seconds. Choose someone who is able to answer any question and can speak in the voice of your brand.” Laura Roeder
Laura Roeder is an Entrepeneur, and founder of LKR. This quote was sourced from an article on The Agency Post Blog featuring the advice and opinion of 11 Thought Leaders (including Laura) on the topic of Social Media Delegation.
This Quote is so important for anyone in business (mirco, small, national brands or corporate) who uses social media as part of their overall strategy. If you take nothing more away from this quote than a couple of memorable words, then please make those words customer service.
For that is what it is about. At its most simplest and most effective. Customer Service.
Social Media is not just a means of broadcasting your message…even if that message does consist of stellar content. It is a means of listening, conversing and interacting with your target market. But it doesn’t stop there. One of the biggest group of fans to engage with brands on social media are people who already “like what they like”. People who already buy your products, use your services or follow your brand. For this reason, businesses and brands must be prepared to use social media platforms to keep these fans happy. That is where customer service comes in.
Customer service is an important part of every facet of your business, whether it be online, offline or a mix of both. When considering whether to delegate or outsource your social media, consider this question: Would you consider outsourcing your customer service? Now… that has you thinking, doesn’t it!
If you think about it, would you really ask an external person or business to handle your customer service in your bricks-and-mortar business? Would you hand that ever-important job of interacting with clients on a day to day basis with a person that was not an advocate for your brand, or not knowledgeable about your business operations?
I suspect not.
Or would you want your customer service handled in-house by someone you trust, that knows the ins and outs of your business and can answer questions and engage with people across every facet of what you do?
I suspect so.
So, Laura has a very important point here, right? If you even remotely consider outsourcing your social media, then you need to do some serious thinking first. Can you guarantee that the person handling your “customer service” online is a brand advocate, and even more importantly, are they a knowledgable brand advocate? If not, then don’t do it.
And then the transition occurs…a transition to handover, so that your business and your team manage their own social media…effectively…and strategically.
Do you handle your own Social Media? Have you ever outsourced or delegated part or all of it? How did that work for you?