While some countries are emerging out of lockdowns and restrictions, the world is still battling a global pandemic. We’re also in a time where consumers are becoming more passionate about political and…
Preparing for a social media crisis
This week, we ran a crisis simulation for members of The Marketing Society, in conjunction…
How brands can use social media customer service for crisis prevention
Crisis prevention isn’t a one-time thing. You can’t just slap a plaster on the problem…
Finding the tone of voice that makes your community engagement connect
It’s important to get your brand’s tone spot on when responding to consumers on social…
The power of empathy in your social media engagement
Social media started as a place for people to share information, and form and reinforce…
Humour: the most powerful engagement tool on social media
Humour is subjective. And, it can be easy to misinterpret tone and intent on social…
What should be in your brand’s social playbook? Personality.
Does responding on social media seem to take a lot of energy and thought to…
If you’re trying to cram all of your key messaging into every bit of content on your social pages, think again.
Great community engagement is about more than simply discussing your product or your campaigns.If you’re…
Five steps to implementing effective social customer care
The pandemic is forcing businesses to rethink aspects of their customer service. As waves of…
Six trends in social media customer service
Customer experience and great customer service is more critical now than ever before. In our…