We’re well versed in the benefits of communicating with your customers online:
But when developing your social media strategy it’s important not to loose sight of who’s communicating face-to-face with your customers in your store: your front-line staff. Make sure to include them in the conversation.
Ask for your staffs’ insight when it comes to sharable content
When it comes to the day-to-day relationships your company has with customers, your front-line staff are the stars. It doesn’t matter if they are baristas, receptionists, salesmen, etc… they know what’s important to customers. Asking them for content ideas will give them the opportunity to connect with your strategy and provide a unique insight for planning.
Educate staff on the strategy and promotions
Social media success relies on everyone. Don’t leave your front-line staff in the dark; let them help you achieve your goals. This is especially true when it comes to promotions. If you’re posting a “20% off discount for Twitter followers” or a Foursquare Special make sure that your staff knows the ins and outs of the promo and how to appropriately honor the discount. This will make for knowledgeable staff and happy customers.
Develop a system for sharing content with staff
After reading your content, front-line staff are mostly likely who customers will see first . Make sure staff have access to what you’re sharing. You want them to hold a conversation about a posted topic not give a blank stare.
When it comes to the success of your social media front-line staff are key players. Make sure they are engaged and know what’s happening.
What are ways you are including staff in your social media policy?