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


The pros and cons of using Instagram stories for your business

Should you invest in Instagram’s newest feature? Is it worth the effort for your business?

A few days ago, Instagram announced to the world their newest feature – stories – a direct copy of Snapchat. When I saw this feature live, I was simultaneously filled with dread and excitement. I’ve been using Snapchat for personal fun (follow me @thejennchen!), but had yet to recommend it to any of my business clients. I’m of the camp that if you do not have the time or personnel resources to dedicate to Snapchat (or insert any other social media network here), then you shouldn’t do it.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.

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