Managing customer service on social media

In the past few years, social media evolved from a channel of personal stories to one of customer service complaints. “Social customer care” is the new phrase.

You, operating as a customer, have probably tweeted at an airline for a delay. You’ve probably also raved about a product you love. What the company does in response is what you can quantify as social customer care.Read More


5 Tips for Driving Organic Facebook Engagement

An engaged community begins with an engaged brand. Engaged brands care about the social media communities in which they’ve built. With the current Facebook algorithm, brands must get a little creative with their content, and really think about what will excite and engage the reader.

Earlier, we wrote about using Facebook check-ins to increase organic reach, since organic Facebook reach is at an all-time low. Here are 5 additional ways to increase organic engagement (which also helps boost organic reach) on Facebook.

Read More


Why I don’t know if I want a Facebook Page

If I were my own client, I would still debate this.

Working in social media marketing, you spend a lot more time on the social networks than the average person does (1.72 hours per day, according to Adweek). You become a little disillusioned. When a network has reached a user base of 930 million active daily users (Facebook), you would think that tools would be created to help make marketers better at their jobs. When marketers are better at their jobs, they pay for ads, thus Facebook gets paid. Unfortunately, we see every bug (issue) there is & then some.

Read More