How can customer care better integrate with other functions across a company, like marketing?
How can an organization take the efforts of one or two pioneering individuals and employ it brand-wide?
How can social media be used to mitigate negative posts or a brand crisis?
These were three big questions nearly every brand was struggling with at the Social Media Customer Care Summit on October 27th.Â Throughout the day, there were many ideas and lessons offered on these tops.Â Here are a few of the highlights:
1. Donâ€™t allow any one team to own social media.
2. Go through the experience to really get it.
3. Help your customer service people feel like rock stars.
4. Get top-level buy-in through stories and data.
5. Find your ROI formula to justify your own existence.
6. Consider and leverage employeesâ€™ personal passions.
7. Donâ€™t freak out over negative comments.
8. Respond with empathy, but defend your brand.
9. Donâ€™t feed the trolls.
For more details and case studies on how top brands are using social media for better customer service check out Mashable.