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Responding to customers

This step introduces learners to some ways for responding to customers on social media.

People are talking about your brand night and day, whether you like it or not. How are you going to respond to this?

In most instances, you can benefit from joining those conversations, either to address negative comments or to further positive discussions.

Through ongoing social monitoring, you should have access to these conversations, and have an efficient system of alerts. A simple email or integration with a corporate messaging service such as Slack, alerting the appropriate staff will ensure that you’re stepping in promptly.

Additionally, you should formulate a basic guide to how your brand responds to certain categories of complaint, and to what extent it joins in with casual conversations.

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Running a Social Media Campaign: Customers, Influencer Engagement, Analytics

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FutureLearn - Learning For Life

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