The Power of a Teddy Bear when it Comes to Social CRM

All businesses large and small need to start to harness the power of monitoring social media channels.

Take a quick look at this link from the Today Show that I have placed near the bottom of this article on how Charmin monitored social media channels and found a blog from a mother who was writing how her son with Autism was infatuated with the Charmin Teddy Bear. No other bear captivated the child like the Charmin Bear. Charmin found this blog by monitoring social media and was so touched by the story that they sent the family some stuffed bears so that the child could have the real thing.

This all then turns to positive PR from just the small token of sending a stuffed animal to a child that really would enjoy it.

This is just one small example of how monitoring social media channels can boost your corporate reputation by showing how proactive you can be. Just by me writing this article is continuing to push the Charmin story in a positive light. Powerful. This is what can happen to all organizations who are proactive with their social media.

How do you do this?

If you are a small or medium organization there are many outsourced companies that will do it for you. They can watch sales opportunities by certain keywords or they can monitor your company name or AD campaign. Anytime that these names come up on a monitored forum, Facebook page, blog or internet search you then get the opportunity to respond quickly to shape a sales or customer service opportunity.

These organizations normally charge by the amount of time you want them to respond to "hits". You can have outsourcers check your social media hits on a weekly, daily, or hourly basis depending on your budget and social media need. If you are say a small car dealer you could probably get away with looking more for sales and customer service opportunities a little less than a larger organization would. These organizations likely would benefit from a wider search for both with longer response periods.

Large organizations with Social CRM budgets can purchase software that can do this for them. These "scrubbers",as I call them, constantly are looking for key words for organizations to capitalize on.

Major telecommunications companies like Avaya and Cisco are now moving to add these features right to their contact center software. They are treating social media contacts or hits as important as an inbound customer service or sales opportunity. Representatives in these new "Interaction Centers" now take Inbound, Outbound, Chat, Email and Social media interactions all at the same station and treat all with the same about of importance.


Take a queue form Charmin, all organizations need to "bear" down on these new social marketing techniques for the benefit of all organizations!


If your organization needs help in monitoring social media channels or is looking to develop a full Social CRM Expivia Interaction Marking can help.

Take a look at our social crm capabilities at http://www.expivia.net/#!social-media/c18mo

Also check us out on YouTube at http://www.youtube.com/watch?v=m79kCzOavSQ for our full company offerings in less than 2 minutes!

tlaird@expivia.net

We are reshaping customer interaction. THIS IS EXPIVIA


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