Today, the social media industry is frantically trying to keep up with the real-time environment and the fast pace of consumers.  Due to the increase and sudden explosion of the many social media channels, consumers are more connected and influential than they have ever been, and businesses are faced with this challenge more frequently.  They have no choice, as the law of supply and demand states, there is more demand for consumers’ want to be socially connected, so businesses must supply them with that (if the business wants to survive that is).  In response to this demand and the massive growth of social media channels and the connectivity of consumers, organizations have built Social Command Centers.  Also known as Social Intelligence Command Centers or SICC.  A social command center will solve many social media problems, challenges, and opportunities.  If implemented correctly, then your business will find that it can improve your crisis management, marketing measurement, customer support, market research, and engaging marketing strategies.  In order to implement your Social Command Center be sure to follow these procedures:

  1. Have a Purpose – There can be many objectives and purposes that will take place in your command center, but make sure you define them.  Purposes can include event management, content creation, real-time engagement, community management, strategies, analytics and so on.  Creating a purpose is important because once you have a purpose then you can create your “space center” where your objectives will be carried out.
  2. Build the Team – Based on the objectives of your Social Intelligence Command Center, the team can be built accordingly.  Be cautious of the number or members because the cohesiveness is important, just like any other team.  Freedom is a valuable asset when it comes to the command centers.  Many insights and intelligence can be lost if there isn’t enough freedom for the members if they have to wait for approvals.
  3. Leverage your Listening Platform – Do more than just listen to consumers and customers.  Use your intelligence and insights to actively engage, drive content, build a community and relationships.  Command Centers can directly change the way business is conducted through customer feedback.

Author: Michael Whartnaby, Prospectr Marketing