Awesome post per usual, Rebekah! Love how you pointed out the importance of social as a customer service channel. This soooo important and it’s amazing to me how many big brands are missing the mark on this front. I won’t name names, but I’m consistently disappointed Tweeting to brands that never respond. That said, there’s a gold mine of unhappy customers on Twitter, creating a huge opportunity for other brands to swoop in, save the day, and “steal” that customer.
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