Force Multiplier #4: Less Missed Trends, More Cross-Department Input, More Business Insight And Foresight
For the whole story on how to use the OODA Loop as a unique way to use Social Media to improve Customer Service, download the white paper here. Or read on… Social Media for Customer Service affects Marketing. to who owns the company’s social media presence. Studies show that Public Relations, Communications, Marketing, Customer Service and even Product Development will make claims to own this territory. It only makes sense to have alignment in the organization as to who will manage the various functions of social media, and create a common voice and governance rules over the communication policies.
Also, cross-functional training is required to have all departments understand each other’s role. For most companies this would be a first! From social Customer Service perspective, they are fundamentally looking for potential problems and solving them. But because Customer Service is the place that a company can learn about the real-time use of their products and offerings, it’s the best pace to suffer information that can be used in other departments like PR, Marketing, Product Development and even Billing. Sometimes customer’s contact customer service because their bill is confusing. If that information is conveyed to Billing, they can work on making the bill more understandable.
Perhaps an inordinate amount of customers are dissatisfied with the pricing of a product. That information can be shared with Marketing and Sales, especially if trends are developing. Because of the fast pace and ever-changing landscape of social media you can never have too many eyes watching for trends that may go unnoticed by busier internal groups. If Customer Service aggregates data from all communication channels to gives it to the various functional departments, they can provide the company with mission critical, competitive business insight.
Conclusion? Force Multiplier #4: Less missed trends, more cross-department input, more business insight and foresight
For the whole story on OODA Loop and How to Use Social Media For Business download the white paper here.
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@DrNatalie L. Petouhoff
For more info on my work:
Ebook:Social Media ROI
Book on Monetizing Facebook: Like My Stuff: How To Monetize Your Facebook Fans