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
Free product samples
Advance notification of special events
A budget of $100 a month for discretionary spending on clients
Beautiful stationery and postage, in case your team ...