Posts Tagged: Frontline

Include Front-line Staff in Your Social Media Efforts

We’re well versed in the benefits of communicating with your customers online:

Developing relationships
Brand recognition
Customer loyalty

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?

On Perception

I hoped that the volume of people pinging me after Chris discussed his rates would die down, but since it didn’t, I thought I’d quickly answer the questions. While I’m at it, I thought I’d talk a bit about perception and worth. Enjoy.

Justin Kownacki’s post, referenced in the video, can be found here (and seriously, if Justin isn’t on your daily read list, you are missing out).

Douglas Rushkoff‘s book Life Inc.: How the World Became a Corporation and How to Take It Back
can be purchased here (affiliate link).

And last but not least, a link to the Pick My Brain experiment, for those to pressed for time (or lazy) to scroll down.

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*the legal beagle yelled at me for not inserting something about “rates may change” in future. (I mean, duh, right?) So, there ya go, to make the legals happy.