Going Old School with Marketing: Process

So now that you have the right people in place, you want to start thinking about your process.  One of the biggest complaints we hear from clients is, "We have a facebook page, but nobody ever updates it."  From end users we hear, "I tweeted about ABC Widget company and they responded three weeks later!"  These tools are only useful when used consistently and correctly!  So establish a good process, one that is reasonable to follow, and get that great person on it. 

What's that you say?  You missed the blog on selecting the best people for the role?  Go back and read part 1 of this series, then come on back and we'll talk about process. 

Having a well defined process is crucial to managing any relationship in your business, online or otherwise.  Customers like to know what to expect when they engage you, and your employees will thank you for clearly defining their duties.   Here are a few things to consider when mapping out your process:
 

• Frequency- How often does your information need to be updated?  You may want to update your blog on a weekly basis, but your facebook page only needs monthly updates, and your Twitter account is used daily.

• SLAs or TATs- Service Level Agreements or Turn Around Times should be established for all points of contact.  How long does the employee have to respond to a request from a customer?  Again, this may vary depending on how the contact is made. 

• Quality Control- Ensure the process is working and don't be afraid to make adjustments as needed, things change.  Otherwise, why even bother with a process in the first place, right?   

Establish rules from the start and stick to them.  You'll thank yourself in the long run.  And don't forget to check in next week when we conclude our three part series with a discussion about presence.