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Though businesses began leveraging social media initially as a way to attract new customers and build brand identity, social media channels have become one of the most critical aspects of a customer service plan.
As customers turn to social media to ask questions, air their grievances or offer positive feedback, your company should have a policy to address each type of interaction.
No matter your industry, create a social voice for your company, continually monitor your social channels, always remain transparent when engaging on social media, treat each user with respect and make sure to respond in a timely manner.
– J.D. Crowe, Southeast Mortgage