Guy Kawasaki, Co-founder of Alltop pointed out this interesting infographic on LinkedIn “How organizations structure their social-media teams” that gives us a idea of big company social media team structure.
What’s interesting is that statistically brands are more interested in marketing and brand building than customer service. Only 19% of customer service departments are involved vs. 70% of marketing departments. Big companies seem to suggest they will use interns or have employees with 1-3 years of experience handle social media work in addition to their regular jobs.
Companies like Zappos have made social media customer service a game changer. Graham Kahr, a social scientist at Zappos who will be speaking about social media at at the SMX Social Media Marketing Conference in Las Vegas last month, explained that “We are really thinking about social as a way to deliver a highly curated experience for our customers while allowing us to deliver the Zappos level of service.” Currently, most of Zappos’ focus is on Facebook, Twitter, Google+ and Instagram, and the company has developed some unique tools to help both Zappos and its customers leverage these platforms to provide a better experience.