So don’t just give them a seat at the table. Give them the gavel.

[fomayof928@mowline]

Social leads and managers need to not only be given a canada b2b leads seat at the table, but they should be empowered with the ability to have a strong voice and opinion at the table. Nobody but your social team is more equipped to know what will work, what won’t work and what good social campaigns look like. So if you have an inkling of possibility that a campaign will come to life on social media, not including your social team in that meeting almost always results in poor ROI.


Bonus: Start incorporating the phrase: “You can tell me if this is a bad idea” as part of your communication with your social leads and refer back to point #1 if they say it’s a bad idea.


You know when you’re working with a customer service team that has pressure-tested escalation management processes in place. It’s a difference you can measure—mainly in time saved.

A lot of work goes into creating these experiences, but it’s worth every minute. Smoother customer care interactions drive more brand loyalty. As market competition heats up and consumers become pickier about what they buy, that’s what will make sure your product or service doesn’t end up on the chopping block.

Nailing an omnichannel escalation management strategy means accounting for all of the touchpoints that make up your customer experience. The goal is to unify and simplify, so frontline support teams, social customer care teams and self-service support administrators are working in alignment.