The lessons are simple, and they should be applied by any business using social media to connect with customers.
1. Listen relentlessly. Be attentive to the pulse of social media.
2. Reply immediately. Not only will you impress the daylights out of customers, you’ll also defuse tension and often turn it into a positive.
3. Have a human voice. Let people know that they’re not just some faceless person.
Social media doesn’t fix everything. But, used well, it sure can soothe feathers and create fans!
from MarketingProfs http://bitly.com/1nR4dlm