Social Quotient: Do your employees “get” customer service? June 26, 2008
Posted by Gia Lyons in Social Enterprise.trackback
My pal, Steve Mann at SAP, wrote a thoughtful post about how folks should start with the right type of employee first, and not social media tools, when it comes to social media marketing.
My favorite:
Marketing Drives Conversation, Conversation Drives Relationships, Relationships Drive Brand Affinity, Brand Affinity converts into Revenues.
I’d say this is true even for an organization’s internal “customers”… For example, if you want your salesforce to better absorb your enablement materials, create some relationships with them first.
Glad you liked the piece Gia. Its something I’ve been giving a lot of thought to lately esp. for large organizations, but the Social Quotient is applicable to any enterprise. Look at Zappos.com for instance. High SQ.