Chapter 7

Info iconThis preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
This is the end of the preview. Sign up to access the rest of the document.

Unformatted text preview: lude metho ds to f lag no tewo rthy po sts, go o d ideas, and o ppo rtunities that the so cial media team sho uld be paying attentio n to . The custo mer base is o f ten f illed with heartwarming sto ries o f po sitive custo mer experiences and rich with insight o n making go o d things even better. Many will also o f f er an unso licited apo lo gy if the f irm’s name o r pro ducts co mes up in a disgruntled po st. Yo u may no t be able to respo nd to all o nline co mplaints, but selective ackno wledgement o f the custo mer’s vo ice (and attempts to address any emergent trends) is a sign o f a f irm that’s f o cused o n custo mer care. Getting the f requency, to ne, and cadence f o r this kind o f dialo gue is mo re art than science, and managers are advised to regularly mo nito r o ther f irms with similar characteristics f o r examples o f what wo rks and what do esn’t. Many incidents can be respo nded to immediately and with clear rules o f engagement. Fo r example, Starbuck issues co rrective replies to the o f ten-twee...
View Full Document

This document was uploaded on 01/31/2014.

Ask a homework question - tutors are online