O'Reilly logo

Online Reputation Management For Dummies by Lori Randall Stradtman

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Empowering Your Social Media Team and Employees

The most vibrant and healthy social media teams feel empowered to do random acts of kindness for your customers. Savvy companies like Zappos (see the sidebar, “Delivering happiness,” nearby) empower their social media team members.

There are many documented stories of people who received flowers or a card during a major life event from a well-run social media team. (Zappos is famous for doing this.)

When you give your team members more control over how they can develop relationships with customers, you’ll have happier employees, and most likely happier customers. Give them a variety of tools they can use at their own discretion simply to brighten up somebody’s day. They can use these to spread goodwill to customers however it pleases them. Ideas include

check.png Free product samples

check.png Discounts

check.png Advance notification of special events

check.png A budget of $100 a month for discretionary spending on clients

check.png Beautiful stationery and postage, in case your team ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required