The whole point of social media is to encourage interaction and communication. If used effectively, it can increase brand awareness...
...Social media isn’t just about marketing. As social media continues to grow, it is really important for businesses to accept the fact that consumers will turn to online channels to either complain about service issues and in many cases praise you. It’s very easy for your customers to go elsewhere if you fail here, so unless you get this point of your customer journey right whatever you achieve with your social media marketing can be damaged by your lack of care. If you aren’t listening and responding to your customers then how do you expect continued loyalty for your business?
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Think about "social" service as a competitive advantage...