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In Social Commerce Summit, there was a discussion around Social Media Engagement. A marketing executive who was one of the panelist mentioned that they wanted people who deals with Social media coversation to follow some guidelines. In the context she mentioned about Social Media Certification, which is a good idea.
IMO Social Media Certification for CRM Experts should cover:
1. Understanding goals of the engagement
2. Lern technical tools
3. Understand profiles of customers
4. Have Education about company and product branding.
But whenever one mentions ‘certification’, the focus becomes on best practices and tech expertiese, which would kill the most important aspect of Social Media Engagement that is to be genuine personal tone. The formal certification or best practices should not kill the personal voice. Otherwise the engagement would not be effective. Rather it may backfire. So in the Social Media Engagement Certification, I would add more focus on personal tone and voice, more focus on soft skills & informal communication than the formal talks. So, more unlearning of typical sophisticated marketing / customer care talk would be needed. [tweetmeme source=”khanderao” only_single=false]