Some companies have it all figured out. They seem to know exactly what their fans and followers want on social media, balancing the act of being helpful and charming. What’s their secret? How are they able to manage millions of followers, responding swiftly and intelligently, while being incredibly friendly?
Since CX Social is the powerhouse behind some of the world’s biggest and most influential companies on social media, we have a bit of insight into what it takes to build and manage a social media dream team. Here are a few tips to help you get started:
Hiring the right people
Employees are the cornerstone of your business, and hiring the right people is instrumental in having a successful social media team at the ready. Hiring the right people doesn’t just begin and end with people who have a way with words. It means clearly outlining how you expect your team to work so that onboarding is nearly seamless.
Knowing when to get out of the way
After you’ve outlined their role, you have to do what nearly every manager fails to do. Know when to get out of the way and let them do their thing! Give clear direction, see what you get back, and make iterations as needed. Social media is a very fluid role, and most (if not all times) your team will not be able to run every single response on social by you. You’ll have to trust that they have the tools to make the right decisions. Most times having a thorough voice and tone guide is enough – however, communicate with your team to make sure they have all of the information they need to get the job done.
Establishing what success means
What does success look like for your team? Is it response times, resolved issues, or driving sales? Maybe it’s a combination of all of these things and much more – however clearly communicating what’s expected is imperative to your team knowing when they’re doing well, and when they need to readjust. Also, clearly outlined KPI’s give employees context when business objectives shift. It’s all about transparency. If a member of the team isn’t hitting the mark, you can’t really be upset if they had no clue what they were being benchmarked against.
Getting everyone on the same page
Lastly, managers need to make sure everyone is on the same page. When everyone is clear about what their goals are- then you have something precious called accountability. Your employees should be clear on the following: voice and tone, KPI’s, roles, workflows, and objectives.
This is just the tip of the iceberg, if you’d like step by step guidance for building – and managing your social media dream team, then join us on August 8th where Trista Miller, Director of Customer Engagement at Frontier Airlines, will host a webinar outlining how you can build a social media dream team.
Denasia Pinkard, the Content Marketing Manager at Clarabridge, is responsible for the production of all content from concept to execution. With over 10 years of writing and editorial experience, her specialty lies in communicating the value of seamless customer experiences. She has a BA from Morgan State in Telecommunications, and an MA from UMUC in International Marketing Management. Follow Denasia.