Today’s customers don’t want to jump from one business to another searching for the right fit. Rather, they want to build long-lasting, trusting relationships with the companies they do business with. Because of this, it’s become increasingly important for brands’ CEOs and C-level officials to be more visible and involved with their audience.
It’s easy for a busy CEO to delegate customer care responsibilities to employees without actually being immersed in the interactions. However, I believe it’s paramount to a company’s success to make employees at all levels of the corporate hierarchy visible to consumers in order to demonstrate transparency. One C-suite executive who is making waves in the customer care space for this very reason is John Legere the CEO of T-Mobile. He seems to be everywhere, making his presence known and gaining the trust and support of millions.
In fact, a recent article aptly described Legere’s approach to leadership as “in-your-face.” While in the past this might have seemed too aggressive, today it’s considered an effective business strategy, as consumers want to know who they are doing business with.
So how can CEOs and C-level officials channel their inner Legere and become a successful “in-your-face” leader? Below are various ways in which CEOs and C-level officials can interact directly with their customers on a more personal level:
Blogging: A great way to interact with your audience is by contributing to your company’s blog or monthly newsletter. For example, give your opinion on a hot topic within your industry or simply share a personal story that’s relevant to your audience. While you don’t have to blog every day, make an effort to do it once a month or quarter.
Social Media: Get active on social media. Whether you join a LinkedIn group or participate in a monthly Twitter chat, communicating with your audience via various social media platforms is a great way to show your presence and share exciting news about your company.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.