So we may all remember the supreme Ferrero Roche 'Ambassador's Party' TV ad - 'Delicieux'...'excellente.'...'Monsieur, with this Roche, you are really spoiling us!'.
Ah - Ambassadors - it's generally recognised that your employee's are/can be the best ambassadors of your employer brand.
A lot of my Aunts's and Uncle's worked in Marks & Spencer's when I was growing up - they were lifetime employee's and I remember they were the very best ambassador's a company could hope for- they weren't shy about telling you all about the benefits (and trials and tribulations, of course) of working for what was certainly a premium employer, back in the day in Belfast.
It's no coincidence that so many companies are using their staff in their TV advertising - Sainsbury's with their Mum returner to work character - brilliant dual branding ad for the employer and consumer brand. B&Q with all their regional staff talking about their products etc
I was watching TV with my friend Mary the other week and one such ad came on TV featuring staff and I said to her 'see all the companies, using their employee's in their ads these days'.
She replied 'Well you know why that is, don't you?, I replied, 'well, yes, its because your staff are the best ambassadors of your brand' (honestly, our conversations aren't usually this tedious..).
She said 'No, its because they can't afford to use real actors these days!'
So cynical...
Anyway to get to the point of my post - I saw yesterday that Primark staff were being investigated for calling customers less than complimetary names on Facebook (i.e. pikey's etc) and were being investigated.
This follows similar issues with Virgin Atlantic, Tesco and Waitrose staff and of course the infamous YouTube video of Domino's staff 'hanging out' in the kitchen..eurgh!.
What's was particularly interesting was Maria on the team mentioned yesterday that her mate has started a new job at a legal firm. One of the clauses on her contract was that they are not allowed to mention work, clients etc on social networking sites such as Facebook or they will face disciplinary action. I imagine this may well be standard across all companies now.
It seems that your employees as ambassadors can be a double edged sword. It's clear that employee's need clear directions on what is and isn't expected from them - i.e. don't slag off customers or clients. However, it's a fine line as you can't be too prescriptive on people's ability to talk about their working life.
In any social media strategy the option of using identified employee 'mavens' is attractive, even preferable, as, at the end of the day, in business and in life, people buy people.
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