It’s been about 8 months that my primary role has been something “social media” related. I make the role work for me, and that includes a lot of business development, social networking, and “social marketing”. You need to find your own path. As long as it is focused on customers, I imagine you can make it work.
But you have to start with loving to be “helpful”. That is a powerful word that your customers will respect.
Anyway, here are some of my pointers:
- You are hyper-connected, and loving it that way. You are “always” online, even when it isn’t really appropriate.
- You know your customers. Better yet, you used to BE one of your companies customers!
- You know the customer community.
- You love fixing things.
- You don’t mind “being the bad guy/girl” if that’s what it takes to satisfy a customer.
- You are technical in the field you are supporting. If it’s a writing site/company, you should be a writer. Know your audience and you will have a respectable voice.
- Develop an online persona for yourself/company . It can be your own, if that is appropriate. It can be a merging of yours and your companies core values. But it must be genuine, and it must be constant.
- Make friends with your customers. Work for them more than you work for anyone else.
- Remember that you are also changing the way your company thinks/feels about customer outreach. Don’t forget to reach within early and often. Get advocates on your side. Find those others that are already doing your role in an ad-hoc way, and embrace them. Educate them. Encourage them. USE them
If you aren’t having fun – you are definitely not in the right position – get out of it quickly!