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Consumers are actively discussing brands on social networks like Facebook, Twitter and LinkedIn. Four experts provide tips on moving corporate CRM initiatives to those social media sites as well
People in general are going to talk about your brand, and how they experience your products and services. Those conversations will be both positive and negative. If it’s a good discussion, some tips that I would suggest are to be thankful and engage and recognize the consumers, and reach out and say what you think as well. It is someone giving you a high five, in a way, by using social media. If it is someone who has had an issue with the service, the first thing is to be genuine and care. Try to reach out and use that experience as an opportunity to learn and improve what you do to make sure the customer issues are dealt with and satisfied. If you are able to do that, you can…
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