social media have the potential to harm your brand’s online reputation.

piloyniloy.@gma

marketing emails to provide valuable, informative, authentic content to show you understand your customers and care. 3. Use Social Media to Respond & Serve Social media is an effective channel for communicating and connecting. Many businesses make the mistake of thinking that they can use their social channels solely for building brand visibility and extending reach. However once they establish an online presence, businesses have a responsibility to use their social channels to provide customer service,

as and when it is required. According to Sprout Social, 79 percent of customers expect a Cell Phone Numbers List response to their social media posts within 24 hours. But, even though 63 percent of social media complaints are responded to within that time, only a third of people are happy with their response time. This means you need to adopt a proactive and reactive approach to managing your social media and nurturing your online communities. You can do this by responding to any query, complaint or brand mention quickly,

providing the best possible solution using a personal, ‘human’ touch. Never forget that your social channels are an extension of your brand, just as important as your website or a hard copy brochure, and any negative experiences a customer may have via The best thing to do is implement a system that enables you to prioritize customer communications depending on how urgently they require a response – i.e. a tweet with a complaint