We have been working with sales and customer service for about 13 years. With that background social media becomes very natural for us. Within sales and customer service it is important that you have the right people; who loves to communicate and solve issues and engaging with customers. This is also essential for social media.
Titles have nothing to do with social media
We belive that companies needs to integrate social media as a part of their organization: It’s important from a strategy perspective to involve the right people and build purposeful teams in step one when you develop your social foundation. Just because someone has a marketing title it does’t mean she or he loves social media. That’s why need to find and involve the right people in your social strategy; think outside of the box.
We need to stop talking about social media or online communication as a speciality. Instead start viewing it for what it really is: Tools to communicate more relevant with your customers. Treat social media as a journey not a destination. In real time businesss the staff and team members are on the frontline.
Robert Nyberg SEO Blog (In Swedish)
Every single touchpoint with a customer is an opportunity to create an experience with the brand. – The Now Revolution