Right after reading Most Customer Service Tweets Go Unanswered Within 24 Hours, I found this article, which provides the perfect model for association member service:
Mobile phone company giffgaff saves large amounts of money on customer service by using social media to get its 400,000 customers answering questions on its behalf in exchange for recognition and ‘payback points’, which can be redeemed for cash or airtime. All of these aspects serve as big marketing campaigns in themselves, and customers use social media themselves to promote the services.
via Social Media Today: How do you integrate social into a broader marketing strategy?
Encourage your most committed members to answer questions and you’ll drive more engagement at all levels of the organization.
Lynn O’Connell is the Creative Director of O’Connell Meier, a digital + direct marketing firm serving national trade and professional associations. O’Connell Meier has extensive experience building online communities and digital + direct marketing programs for associations.
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