Episode 228 – Reporting on Special Ops

Socially Supportive: Customer Care the Social Way

A Manic Monday Episode. Manic Monday focuses on Numbers, Measuring, Reporting and Workforce Management.

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The Socially Supportive Podcast is Part of the C-Suite Radio Network

Announcements:

• Read my thoughts in this Forbes article on what marketers should be focusing on right now.

• Hear me discuss what digital customer support looks like with David Johnston from the TSA on The Incite Group’s webinar titled “Reimagine Social Media Care for the Customer of 2019”

• Catch me on Twitter! @FSaucier

• New Book coming soon: What Customers Want. Sneak peek for members of the Social Pack.

“And above all, watch with glittering eyes the whole world around you because the greatest secrets are always hidden in the most unlikely places. Those who don’t believe in magic will never find it.” – Ronald Dahl

Book of the Day: The 4 Disciplines of Execution: Achieving Your Wildly Important Goals – Stephen R. Covey

Reporting on Special Ops

• Special Ops Definition (According to Frankie): In Episode 1 – Socially Supportive and 4DX I talk about the whirlwind, which includes all of your regular daily activities. For social customer care leadership, Special Ops, or special operations, are activities that fall outside of those daily activities.
• Why it’s Important to Report on Special Ops
  • To increase awareness
  • To demonstrate progress
  • To illustrate organizational benefits
  • To keep you on track
  
  
• 5 Steps to Locating Your Special Ops and Reporting on Them
  1. Scan your regular weekly reports for regularly reported items including:
     • KPIs (see Episode 3 – Frankie’s Top 9 KPIs Part 1 and Episode 8 – Frankie’s Top 9 KPIs Part 2
     • Screen Shots
     • Anecdotal Information
     • WIG Goals (see Episode 1 – Socially Supportive and 4DX)
     
     
  2. Scan your calendar for the week (Outlook, Google, etc.) and search for;
     • Meetings you’ve held
     • Meetings you’ve attended
     • Meetings you’ve skipped (yeah, you passed on some meetings.)
     
     
  3. Scan your emails for the week
     • Discussions on projects in the works
     • Requests for assistance from other departments
     • Recurring issues that continue to hit your inbox
     
     
  4. Find one of the following and crown it your special op:
     • A project you’re already working on
     • A problem that needs addressing
     • An opportunity to improve
       • process
       • communication
       • education
       • KPIs
       
       
     
     
  5. Make a place on your weekly and start reporting
     • Define the problem
     • Advise how this relates to your overall 36 month strategy
     • Describe the solution
     • Set baseline
     • Set target result
     • Set deadline
     • create milestone activities
     • report out every week
     
     
  
  

Brought to you by:

• The Social Pack: Get on the inside to stay on the topside. Join today!
• ParknFly: Save 10% off Posted Rate Reserve Now
• bluehost: The Best Web Hosting for just $3.95/month, bluehost is the #1 recommended web hosting by WordPress.org. Every account features 1-click WordPress installation. Plus, bluehost’s trained, in-house experts are there to help 24/7. Their robust help center includes guides, video tutorials and more. You can try them and love them, or get a refund within 30 days fo signing up. Your satisfaction is their top priority and they’re confident you’ll be pleased with their services. Click here to learn more:
• Ticket Liquidator: Concerts, Sports Theater tickets. Buy or sell!
• GoldMedalWineClub.comWine of the Month Club Award-winning wines delivered to your doorstep every month. They never feature bulk wines, private labels, or closeouts. Each selection is a genuine, small-production wine crafted by a winery with their family’s reputation on the line in each and every bottle.
• CraftBeerClub.com: Good People Drink Good Beer. Get the finest craft beers from America’s best microbreweries delivered to your door! They search out exceptional craft beers from around the country and then deliver the monthly beer club selections direct-to-you or your gift recipient’s door. You can choose an ongoing beer club membership or Craft Beer Club gifts to ship monthly, every-other-month or even quarterly. This is a fantastic gift for the Craft Beer enthusiast in your life. Give 1 to 12 shipments and receive up to 3 bonus gifts and an additional $25 bonus with your order.
• OneTravel: Search and compare flights from over 450 airlines.

Jobs

• Have a job opening? Email [e-mail] and I’ll post it to the site.
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Who’s Doing it Well?

• Is your team doing great work? email [e-mail] and I’ll post it on the site; maybe discuss it on the show.
• Someone else’s team knocking it out of the park? Want their leader on the show? Email [e-mail] and I’ll ring them up!