Customers are becoming more talkative. Since the advent of social media, people are now only one click away from getting in touch with their favorite brands and want to talk as close to face-to-face with their reps as possible. What’s more, these discussions often take place in public, comprising recorded knowledge – for example, Facebook comments on a public page can be viewed by anyone. This puts businesses in a position where they have to reply. Otherwise it may seem like they’re trying to avoid complaints and questions. Traditional social media strategies regard social media as a place where organizations…
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