Posts tagged with 'social media strategy'

Social media engagement is a tactic, not a strategy

While most brands are focused on increasing social media engagement, the smart ones are looking beyond Likes, towards building genuine, long-term relationships with their customers.

I was joined in a webinar last week by Eugenie Gijsberts from Dutch bank, ABN AMRO.

it's one of Holland’s largest financial institutions and Eugenie, sounding remarkably genial for someone at the sharp end of corporate communications, is responsible for managing the company's social customer services.

Social customer service: eight things to consider before you start

There is a need to step back and think strategically about your social customer service offering before you leap in and do it.

By now, most brands realise that they can’t ignore it. They will probably have seen the case studies of people getting social customer service right and feel a slight sense of panic about getting it wrong as barely a week goes past without a social customer service failure going viral.

But as Luke Brynley-Jones outlines in the previous link, though they know it’s important, so many companies are a long way off developing a coherent approach here, and for a multitude of reasons.