How Sam's Club Quadrupled Down on Social Care

Apr 16, 2021

MacKenzie McCarver and Tina Parker from Sam’s Club join this episode of Social Pros for part four of the five-part Social Pros Deep Dive series.

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Full Episode Details

The Sam’s 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’s 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’s 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 – key members of the social media team at Sam’s 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’s Club’s 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’d 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 [e-mail].

In This Episode:

• 5:52 – How Sam’s Club resources social media customer care
• 6:50 – The multiple customer care levels and how they work
• 8:02 – What Tina looks for in a social customer care agent
• 9:29 – Sam’s Club’s unique approach to customer interactions
• 11:46 – How Sam’s Club responded to the pandemic challenges
• 13:26 – Which platforms Sam’s Club focuses on the most for customer interactions
• 14:35 – How social empowered people during the pandemic
• 16:55 – The unique tool Sam’s Club uses for local social updates
• 17:51 – How Sam’s Club balances public versus direct message responses
• 18:47 – Why Sam’s Club prioritizes real responses over automated messages
• 21:44 – How proactive Sam’s Club agents are in responding to customers
• 24:30 – How Sam’s Club deals with customers who make complaints across different channels and mediums
• 27:57 – What measurements of success look like at Sam’s Club
• 29:55 – How Sam’s Club prepares for the event of a social media crisis
• 31:43 – Tina’s take on “if there’s three, there’s more” when it comes to customer complaints
• 33:20 – The process Sam’s Club follows to communicate issues at a higher level
• 35:28 – How Sam’s Club celebrates brand ambassadors and fans on social
• 38:45 – Tina’s one tip for becoming a social pro
• 39:12 – Who MacKenzie would love to have a video call with

Resources

• Get the new State of Marketing report for free from Salesforce
• Download Upfluence’s Brand Influence Ranking Report
• Download the Social Media Metrics template from Supermetrics

Visit SocialPros.com for more insights from your favorite social media marketers.