{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"How Sam's Club Quadrupled Down on Social Care","description":"MacKenzie McCarver and Tina Parker from Sam\u2019s Club join this episode of Social Pros for part four of the five-part Social Pros Deep Dive series. Huge thanks to our amazing sponsors for helping us make this happen. Please support them; we couldn't do it without their help! This week: Salesforce Marketing Cloud Upfluence Supermetrics Full Episode Details The Sam\u2019s Club Deep Dive is a new five-part series offers a detailed look into how a big business manages social strategies, scheduling, business growth, community, and more. For many, social media is the first port of call for customers with questions or complaints. It\u2019s often the fastest way a brand can directly contact its customers. This means that businesses, big or small, need to think about how they approach customer care on social. With a big business such as Sam\u2019s Club, this operation is a lot more elaborate. Find out how in this episode of Social Pros Deep Dive. In part four of five, Social Pros speak with MacKenzie McCarver and Tina Parker \u2013 key members of the social media team at Sam\u2019s Club. Director of Social Media, MacKenzie, is back from our talk in part three, this time joined by Tina Parker, Associate Director of Brand and Social Marketing. They discuss Sam\u2019s Club\u2019s refreshingly proactive take on customer care, the best way to interact over social media, and how the club celebrates its brand ambassadors. All five episodes are out now, so get ready to binge! As this is a brand-new series, we\u2019d love to hear some feedback on what you think of the Social Pros Deep Dive. Please share any thoughts you have by emailing Jay directly at jay@convinceandconvert.com. In This Episode: 5:52 \u2013 How Sam\u2019s Club resources social media customer care 6:50 \u2013 The multiple customer care levels and how they work 8:02 \u2013 What Tina looks for in a social customer care agent 9:29 \u2013 Sam\u2019s Club\u2019s unique approach to customer interactions 11:46 \u2013 How Sam\u2019s Club responded to the pandemic challenges 13:26 \u2013 Which platforms Sam\u2019s Club focuses on the most for customer interactions 14:35 \u2013 How social empowered people during the pandemic 16:55 \u2013 The unique tool Sam\u2019s Club uses for local social updates 17:51 \u2013 How Sam\u2019s Club balances public versus direct message responses 18:47 \u2013 Why Sam\u2019s Club prioritizes real responses over automated messages 21:44 \u2013 How proactive Sam\u2019s Club agents are in responding to customers 24:30 \u2013 How Sam\u2019s Club deals with customers who make complaints across different channels and mediums 27:57 \u2013 What measurements of success look like at Sam\u2019s Club 29:55 \u2013 How Sam\u2019s Club prepares for the event of a social media crisis 31:43 \u2013 Tina\u2019s take on \u201cif there\u2019s three, there\u2019s more\u201d when it comes to customer complaints 33:20 \u2013 The process Sam\u2019s Club follows to communicate issues at a higher level 35:28 \u2013 How Sam\u2019s Club celebrates brand ambassadors and fans on social 38:45 \u2013 Tina\u2019s one tip for becoming a social pro 39:12 \u2013 Who MacKenzie would love to have a video call with Resources Get the new State of Marketing report for free from Salesforce Download Upfluence\u2019s Brand Influence Ranking Report Download the Social Media Metrics template from Supermetrics Visit SocialPros.com for more insights from your favorite social media marketers. ","author_name":"Social Pros Podcast","author_url":"https:\/\/www.socialpros.com","html":"