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I could not agree with your post more. Your are spot on when you advise to “be yourself” and consider the voice that customers would except from your brand before responding. How many times have you read a post by an organization on Facebook and thought, “who wrote this?” It is usually because the voice of the post does not match up with the perception of the brand.
Social networks give customers a larger, better-organized platform for voicing their opinions and complaints. It is a vast arena for complaints and compliments, to be heard by the company and potential customers. It is crucial for organizations to be proactive in terms of using SM for customer support to avoid being left behind and on the defense. The medium is here to stay, and it will only play an ever-increasing role in the future of customer support.
2 years ago on Don’t Make a Crisis Out of Opportunity