Episode 12 – Strategic Internal Alliances

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Strategic Internal Alliances

A Free Form Friday Episode. On Friday we just go free style and talk about whatever we want. Because it’s Friday!

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  • The Social Pack. Get on the Inside to stay on the top side. Head to SociallySupportive.com and join today for the latest tips, tricks and technology in social customer care.
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“It takes both sides to build a bridge.” – Frederik Nael

Book of the day: Strategic Relationships at Work: Creating your Circle of Mentors, Sponsors and Peers for Success in Business and in Life – Wendy Murphy and Kathy E. Kram

Strategic Internal Alliances

  • What are you talking about?:  All of the departments you should consider creating relationships with to run your social customer care team
  • Why this matters: Because creating relationships in advance saves communications challenges later.
  • Partners
    1. Marketing
      • They tell you about:

        • Any upcoming campaigns running on social or otherwise
      • You tell them about:
        • Outages
        • Weather
        • Complaints
        • Possible goodwill stories and positive brand mentions
    2. Call Center Operations
      • They tell you about:

        • Workforce issues
        • Volume spikes
        • Messaging plans
      • You tell them about:
        • Early customer/consumer feedback
        • Differences between your numbers and messaging
    3. Legal
      • They tell you about:

        • Whether you should respond
        • What you can and can’t say publicly
      • You tell them about:
        • Trademark/copyright infringement
        • Early warning on potential legal issues
    4. Human Resources
      • They tell you about:
        • How your job descriptions are same/different from other customer care
        • What additional steps should be taken to fill your positions
      • You tell them about:
        • Any employee issues that pop up on social
        • News they might be concerned about
    5. Product
      • They tell you about:
        • New product releases
        • Potential product issues
      • You tell them about:
        • Customer feedback
        • Reported product issues
    6. Customer Experience
      • They tell you about:

        • What customers are saying about social through mainstream surveys
        • Opportunities they find
      • You tell them about:
        • Customer feedback you receive on social
        • News you pick up in the feed
    7. Field / Delivery Services
      • They tell you:

        • Any known issues or outages
      • You tell them:
    8. Public Affairs
      • They tell you about:

        • Whether you should respond on overarching brand issues
        • How to respond on overarching brand issues
      • You tell them about:
        • Any potential issues on social that your team becomes aware of
        • Any brand mentions they might be concerned with
    9. Sales
      • They tell you about:

        • When they will be closed
        • When there are special sales happening
      • You tell them about:
        • When customers report issues with purchase
        • When customers report issues with coupon codes or orders
    10. Web Services
      • They tell you about:

        • When the website will be down
        • When the website will be changed
        • When online order flows change
      • You tell them about:
        • Early warnings when customers report issues
        • Something not functioning as designed
    11. IT
      • They tell you about:

        • When issues will occur that impact your agents
        • When new technology of interest becomes available
      • You tell them about:
        • What additional considerations your agents have
        • When your technology is different from the other customer care agents
    12. Supply Chain
      • They tell you about:

        • When contracts are expiring
        • When it makes sense to RFP
      • You tell them about:
        • When you need new technology
        • When you need additional technology
    13. Finance
      • They tell you about:
        • How they normally calculate costs and return on investment
        • How much your social customer care team costs
      • You tell them about:
        • The particular costs for your specific team
        • How measuring asynchronous conversations differs from measuring linear or concurrent conversations (more on that in a later episode!)

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Who’s Doing it Well?

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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