What did this week teach me? Don’t get complacent in your thinking
that the rest of your department gets what the social media support
team does. Sure, you probably did a great sales job to senior
management when you initially got your support and funding to get
things off the runway… but people forget, new leadership enters and
people begin wondering exactly what this team is doing.

Make sure your have a line item for “Internal Marketing” on your roadmap
and be be diligent about acting on it. Believe me, other things
always seem to take priority.

Some thoughts about how to keep the team’s amazing work front and
center with your leadership team:

Ensure they understand what a day in the life of a Social Support agent looks like.

• A lot of the work might happen behind the scenes (like over direct or private message) so no one will ever see this work.
• Provide customer service wins at least once a week. “Hey, with our
  listening tool we heard that a customer that ran into issue ‘X’ and we
  proactively reached out to her to solve it. She was delighted and
  tweeted that out to her 65,000 followers. BIG WIN”.
• Get in front of your Senior Leadship at their meetings for 15
  minutes once a month and provide stats you have and show them
  the positive tweets or posts that your satisfied followers are sending
  you.
• Set up a Blog on your internal collaboration platform (ours is
  called #justsayin) and talk about the authentic interactions you’re
  having with your customers. Talk about how customers are feeling about your
  product or service and share some of thier fun user generated content.

Don’t assume that this is happening organically through the grapevine,
you need to ensure that all the other leaders understand what the team
is doing and the value that they are adding to your support
organization.