In an article earlier this year in Media Post News, an interesting development was announced. A group of 46 heads of unconnected Fortune 1000 companies (Cisco, GE, Dell, Microsoft, Wells Fargo, etc) are coming together to form a council focused on forming Best Practices for Blogging and Social Media within Large Corporations. While the article doesn’t explicitly talk about customer satisfaction as a focus, this would clearly be included. Andy Serovitz estimates that 1 in 10 Corporations has someone formally in charge of Social Media.
I recently checked on the status of the Blog Council, which has changed its name to The Social Media Business Council, a brands-only community that helps large organizations build successful social media programs. Social Media Business Council members gain instant access and advice from the heads of social media at the world’s biggest brands, including Dell, Walmart, Coca-Cola, Wells Fargo, GE, and Procter & Gamble. Members collaborate and share best practices in a friendly, productive, and private environment.
Their site is very impressive, with Case Studies, a Best Practices document and Videos describing how each of the organizations is handling social media, internally within the large organization and externally with customers, forming communities with their customers. Customer Satisfaction is not the only issue being covered in the Social Media Strategy. Social media is also changing Public Relations, Product development and Brand image.
Disclosure Best Practices Toolkit
The Disclosure Best Practices Toolkit is a draft series of checklists to help companies, their employees, and their agencies learn the appropriate and transparent ways to interact with blogs, bloggers, and the people who interact with them. Based on the principles of transparency and openness, this document is a way of making this real on the inside. These checklists are open source training tools designed to help educate the hundreds or thousands of employees in any large corporation the appropriate ways to interact with the social media community. The toolkit is available in English or Simplified Chinese.
Live Video Case Study Presentations
Social Media Business Council members regularly share case study presentations on how they’re finding success implementing social media at their organizations. Blogwell events are run every few months and the videos of these events are posted on Social Media Business Council site.
The Social Media Business Council is a GasPedal project. GasPedal teachs word of mouth marketing and social media to companies of all sizes.
This is a site worth following for Marketing, Public Relations and Customer Satisfaction best practices.
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