Zach Lones, director of social media marketing at Walmart, joins this episode of “The Commerce Marketer Podcast” to discuss how Walmart uses social media and their employees to engage with local communities and increase in-store traffic. Zach starts by describing the genesis of the store-level social media programs (2:00), choosing social platforms (8:30) and how they establish best practices and types of training needed (10:00) for participation. He explains how the program is structured for day-to-day use (12:00) and which KPIs the social team and store-level managers look at to determine the success of the posts (14:15). Zach then shares stories of how program participation has improved teamwork and moral among employees (17:30) before switching gears to describe the viral online grocery pickup (OGP) rap challenge videos (20:30). He explains what it was, how it impacted their relationship with their customers, and how it generated additional ideas for store associates in social engagement opportunities (24:30). Finally, Zach shares pitfalls to avoid, how to empower employees to create social content (28:45), and what other companies can learn from it (32:10).
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