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Andy’s Answers: How FedEx manages social media

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Fundamentally, FedEx thinks social media is more than a channel or a fad. The company created the Center of Excellence, which includes representatives organizationwide. Together, they collaborate on social goals and strategies.

This group focuses on five pillars: governance (guidelines and education), conversations (conversations the group wants to have), channels (technology and tools), voice of the customer (listening, monitoring and analyzing) and knowledge management (driving adoption). These focuses support the group’s ultimate goal: amplifying and building FedEx’s brand, reputation and culture.

Full story at SmartBrief Social Media.

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