CEOs and social media management: how to keep track of your team

Author: Lilach Bullock / Source: CEOWORLD magazine

As a CEO, there’s not enough time in the day to keep too close an eye on how your team is faring on social media; are they responding to customer service issues in a timely manner? Are new updates being posted regularly? Who is most successful among the team members at managing one of the brands’ social account?

But, the answers to these questions are very important; after all, social media is like a window into your company and a direct line of communication between your brand and your customers and potential customers.

Because, of this, ensuring that your team is properly handling the brand accounts is imperative.

In this blog post, I’m going to show you how CEOs can efficiently keep track of their teams’ social media management abilities.

What should you track?

The most important thing to track is, of course, your overall social media marketing ROI. But, beyond that, your teams’ efforts should also be monitored to ensure you’re getting the best results from your social media marketing and that they are efficiently managing your social accounts.

Look at your teams’:

• Response rate: how many mentions do they respond to, on average?
• Response time: what is their average response time for mentions? It’s important to be as quick as possible, particularly if there are customer service issues; if no one is answering to a complaint or a product-related question, it will make your business look bad, since anyone can see you’re not responding. But, if you’re very quick to answer and have a good response, it can actually help improve your image.
• Engagement: are they active and posting new updates consistently?
• Mentions reviewed – how many posts/mentions do they review, on average? Should you consider having more people working these accounts, or do they already have enough time to review everything?

By knowing all of this, you can make better, more informed decisions regarding your team, so that they too can be more efficient and productive at their work.

Unfortunately, it’s not that easy to stay on top of all this; apart from constantly checking your social accounts to see what’s happening (which would be extremely time-consuming) the only way to really stay know how efficient and productive your team is on social media, is to use a tool to help you.

Here are some useful tools for keeping track of your team’s social media marketing efforts:

Agorapulse

Agorapulse is a social media management tool for businesses of all sizes,…

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