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9 tips and good practice examples to improve customer service quality through the big five social networks and other tools

Many savvy marketers have known for a long time that social media is more than just facebook pages and YouTube channels and that these channels have far more to offer than mere ‘brand awareness’. Engaging a brand’s customers (and developing a stronger relationship with them as a result) has been one of the main justifications for brand’s investing in social media despite it remaining difficult to demonstrate an accurate ROI for social media activities. I believe this is missing the point.

Integrate social media across the whole business

Social media should be viewed more broadly across a business and form part of an organisation's structure. And, as brands and businesses start to recognise the importance of integrating social media beyond the marketing or PR teams,…