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The “Other” Missing Link Between Brands and Consumers-The Foot Soldier

As I was glancing at my other machine, I saw this post tweeted by Tom Cummings from Dachis Group-Social Media Middlemen: The Missing link between brands and Consumers. If you get a chance to read it, do it, because Tom brings up a really good point and it’s this: If you are truly a social company or business, then that “socialness” needs to extend all the way down to your frontline, people facing, employees.

I’ve said for quite some time that in order to really be social, you have got to start from within, as soon as you have a firm base of knowledge that all of your employees can stand on, then you, as an organization, can do some really exciting things externally.

Why?

Wouldn’t it be great if your employees not only knew what Twitter was, but also knew what a Twitter discount code was so that they could also explain the benefits of following your organization on Twitter to anyone who walked into the business?

Thus the need to find those conduits between the brand and the consumers who use your brand. The “Middlemen” as Tom puts it. But maybe they’re not as much middlemen as they are foot soldiers? They may or may not do the heavy lifting as much as say a “middleman” but they are the “face” of your company. I think of middlemen being a little bit higher up the food chain.

I can’t tell you how many times I encountered frontline employees who knew nothing about a brands online or offline initiatives. Some might not even be able to tell you what the web address is of the company!

Employees in some cases, find out about web initiatives, much less online social efforts, when a customer asks them about it for the first time. At which point they go and ask someone else about it. You don’t have to fully indoctrinate your employees into the world of social media, they just need to know enough to help customers and clients. The more they know however, the better off you organization will be in the long run.

So, the question is this…Is everyone in your company on the same page when it comes to what your company’s social media presence is? Can they easily explain and or direct someone to become social with your company?

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The Deets

Marc Meyer is a Digital and Social Media Strategist at DRMG. This is my personal blog where I share observations, thoughts and opinions that are all my own.

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August 2010
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