A social customer service strategy is an absolute must. There are too many interconnected pieces to make it up as you go along. Equally the strategy has to align with existing plans and strategies. Some of which might be properly documented and communicated. Others might exist only as well understood guidelines within the heads of a functional team.
This is why proactive steps are required to get everyone on the same page. Clearly social engagement is one of those topics that demands organisational alignment. Sounds obvious. Yet customers often encounter quite different corporate voices depending which silo they engage with.
It is easier to share a well thought through strategy with others and see how it compares than theoretically discuss alignment. Therefore the advice is to focus on your social customer service strategy first then check with owners of other relevant strategies such as your social media strategy, customer service strategy, digital strategy and social business strategy.
They will all point towards the customer in some way. But are they aligned?
Other competencies in the framework for social customer service excellence can be accessed in ‘Related Content’.
