Operationalizing Social Media Within Your Organization: An Interview with Art Hall

Social media should cut operating costs in your contact center. If it’s not something is wrong. It’s likely that you are one of the many executive fed misinformation by one of the self-proclaimed "social media experts."

If you don’t want to touch social media because you have short-term gains on the brain, you are mistaken. Social should help you cut costs, or generate revenue, quickly.

In this podcast interview we hear from advisory board member Art Hall, Manager of Alvarez & Marsal consulting who gives us just the facts on social business strategy.

While most companies are still in the nascent stages of capturing and engaging audiences through social media, sparking the beginning of this conversation is critical to your branding efforts. By operationalizing the social business strategy, marketing, sales and customer service can leverage the unstructured customer data found on social networks such as Twitter and Facebook. These channels provide stimulation for innovative ideas—a critical aspect of generating revenue and cutting costs.

Every company needs a structured approach to organizing customer data so it can be leveraged for product and process improvements. Any company who cares about being more customer-centric needs to create a strategy for operationalizing social media.

Many of you are still unsure if you want to move forward with a social media strategy—part of the problem is the lack of interest at the top. The trepidation among executives is warranted—methodologies, process, talent and tools may be limited, maturing or non-existent—but the importance of engaging customers and promoting the brand through social media cannot be ignored. This trepidation has kept most executives in analysis paralysis.

In this podcast gain insights from Hall, a number cruncher who can simplify technical information in addition to communicating the challenges and opportunities of social media in terms we can all understand.