How Sam's Club Quadrupled Down on Social Care

Apr 16, 2021

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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 jay@convinceandconvert.com.

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

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