You have to be in social media to use social media for customer service

I love to see companies use social media to answer customer questions and deal with complaints. But companies can’t just setup a Twitter account or a FaceBook page and pop in every few days and read posts. If you don’t plan to or cannot manage your business social media communities 7 days a week, you’re not ready for social media as a tool for customer service. Case in point…

Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral.

Are you 100% confident you can handle it?

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