Mobilizing Employees at Frontier Communications as Brand Advocates in the Face of Business Challenges

VengresoPodcast Modern Marketing Engine Mobilizing Employees at Frontier Communications as Brand Advocates in the Face of Business Challenges
Andy Malinoski

Mobilizing Employees at Frontier Communications as Brand Advocates in the Face of Business Challenges

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Every business, large or small could use brand advocates – those customers who trumpet the businesses praise and express their delightful experiences with the company to others. But it’s also vital that a company’s leadership learn to nurture that same attitude among its employees. The benefits of building that kind of culture among a working team can be incredible.

On this episode of Social Business Engine Bernie chats with Andy Malinoski, Manager of Corporation Communications and Government Relations at Frontier Communications. He shares how Frontier Communications, a U.S. provider of residential and commercial broadband, video voice, wireless internet data access and bundled service offerings, is empowering employees to be brand ambassadors in the face of 4 unique types of business challenges.

Mobilizing #Employees at Frontier Communications as #BrandAdvocates in the Face of Business Challenges #Brand #SocialMedia #CustomerExperience @AndyMalinoski @bernieborges @sbengineClick To Tweet

Employees can be the best advocates your brand has if you help them do it

The value of an ecstatic customer can’t be underestimated. Those are the people who make the business because they happily tell their family and friends about the great experience and feeling they have from dealing with the company. Take that thought and apply it to the interaction customers have with front-line employees of the company and you can easily see why those team members need to be brand advocates par excellence.

What are you doing to help your customer facing employees deal with customer issues and complaints effectively and in a way that delights your customers in spite of the problem? On this episode, Andy Malinoski describes how the Frontier Communications team is equipped with the information needed to answer customer questions, head off problems before they escalate, and disseminate answers to common questions via social media – all for the sake of creating the happy, loyal customers every business wants and needs. You can learn some valuable approaches to fostering an advocate mindset in your team members by hearing what he has to share.

Do you struggle to find and #recruit top #talent? Enlisting #employees can be a powerful approach #recruiting #SocialMedia #brand #BrandAdvocates @AndyMalinoski @bernieborges @sbengine #hiringClick To Tweet

Social Media platforms for employee advocacy

Operational hiccups are a great opportunity for employee brand advocates to calm the waters

Many times when things go wrong with a company’s services or systems, the biggest problem both customers and the business in question have is communication. Here’s the reality: Customers are usually OK with temporary glitches or outages in service because they know technology is not foolproof. But they need to know what’s going on in order to maintain that calm demeanor.

In this conversation, Bernie and his guest, Andy Malinoski of Frontier communications discuss some of the ways the leadership at Frontier has worked to engage employees as part of the response team to system outages or issues. The company has dedicated employees who provide social media content for everyone to use to inform their customers, clear the air, and help everyone rest easy. Think about what the Frontier team does in light of your industry. What can your company do to engage employees as brand advocates? As you listen to the ways Frontier has done it you’ll probably come up with ideas of your own.

Do you struggle finding and recruiting top talent? Enlisting employees can be a powerful approach

When it comes to building an all-star team of employees, from the C-suite all the way to the entry-level position, it’s powerful to remember that high quality people usually run with high quality people. That means equipping your employees to be recruiters on your behalf can enable you to find the people you’re looking for, faster.

This conversation with Andy Malinoski highlights the approach the Frontier Communications team takes to recruiting, particularly as it relates to making existing team members advocates for the company as they relate to those in their networks. Andy explains how all-star teams can be built by making connections through existing employees, so be sure you take the time to listen, learn, and apply what the Frontier team has modeled so well.

A Corporate #SocialMedia strategy that #curates content 4 #employees 2 share & enlists them as #BrandAdvocates who impact #CustomerExperience. Get all the details from @AndyMalinsoki on this episode @bernieborges @sbengineClick To Tweet

Sponsor: Lithium Technologies helps brands navigate the sometimes overwhelming world of social media marketing and management, social customer service, online communities and social analytics. A leader in the space, they’re guiding brands to build trust with their clients while delivering top-notch customer experiences. Dayle leads the charge at Lithium Technologies on all strategic marketing initiatives.

The 5 most influential topics for B2B Marketing by Social Business Engine and Lithium Technologies

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This podcast originally appeared on Social Business Engine

This episode is sponsored by Lithium Technologies.

Tweets

#Employees can be the best #advocates your #brand has if you help them do it #BrandAdvocates #SocialMedia #CustomerExperience @AndyMalinoski @bernieborges @sbengineClick To Tweet
Operational hiccups are a great opportunity for #employee #BrandAdvocates to calm the waters #SocialMedia #Brand #CustomerExperience @AndyMalinoski @bernieborges @sbengineClick To Tweet
Bernie Borges

Bernie Borges is CMO of Vengreso, the leader in digital sales transformation. He's also Host of the award winning Modern Marketing Engine podcast. His book Marketing 2.0, was an early playbook in social media strategy. Bernie is also a trainer and speaker. He has a passion for guiding clients in aligning marketing and sales for accelerated revenue results. Bernie enjoys kayaking with his family in Tampa Bay, going to hockey games and you'll find him at the gym at 6am Monday through Friday, rain or shine.

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