A study from J.D. Power found that 67% of consumers used social media for customer service issues. Unfortunately far too many brands regularly ignore comments from customers who took the time to reach out because they don’t have the time or resources to properly manage their channels or their community manager does not know how to properly address and engage with the customer. (More)
The biggest mistake a small business can make with social media marketing, is not having a community manager. The second? Handing over control of your brand to someone who is not qualified.
Just as social media has evolved to become an essential part of any comprehensive marketing strategy, so have the role and expectations of a community manager. (More)