Just when you think you’ve got your social media strategy down — constituents profiled, contingencies considered, centralized messaging plotted — REI pulls up the stakes and takes their show on the road.
Well, they’re taking their show out to the 53 markets they have a presence in nationally. And with an approach that takes into account the regional needs of its customers rather than the restrictive needs of corporate, it would appear that we all may want to slip a look out from under HQ’s tent.
REI will now be tweeting via market-based handles, talking up climbing gear in home-base Washington state and cycling wear in NYC, one of its newest locales. Retooling brick-and-mortar stores to better serve consumers partaking of local and regional recreation aligns perfectly with a social and digital direction designed to better dialogue with friends and followers.
“We are not moving away completely from a national presence. The local teams will be in addition to our national presence. Also, in terms of staffing, we have a handful of employees at each location participating in social media. They may play different roles within retail (customer service, outreach, product specialist, etc.).”
Jordan Williams, manager of digital engagement for REI, told AdAge recently that certain staff members are being identified as experts at handling customer complaints, others at communicating new product arrivals and features, and others as people who can provide local travel advice. Claiming no real difference from the offline world, he entrusts more than 9,000 employees every day with these responsibilities as they communicate with customers in person. Why wouldn’t he and the company trust them to do the same online?
Is your company or employer engaging in localized social media? What would it take to make the switch and how likely is it that Twitter would be the channel of choice?