Below is an email I shared not only with my teams, but with my Senior Leadership.
I manage Social Media. But I am just a customer care guy that knows Social Media tools.
That does not make me a “Social Media Maven/Expert/Guru, etc” – it makes me customer guy with more tools than I had a decade ago. Simple.
- It’s About Transparency. It’s about not lying to your customers, and thinking that a good Twitter apology will suffice when you’re caught. It won’t, and you’ll lose.
- It’s About Relevance. It’s not about tweeting every single time your company offers 10% off on a thingamabob. It’s about finding out where your customers actually are, and going after them there.
- Finally, it’s about knowing your customer, and making sure your customer thinks of you first.
I am very pleased to report that Rackspace has no “Social Media Experts”. We have Rackers that care for customers and know how to use various tools. We are not, and will never become the tools.