How can your brand on Facebook give a great consumer experience?

Easy.

Don’t be one of the brands that (shockingly) don’t respond to 95% of the questions their fans leave on the brand pages.

http://econsultancy.com/uk/blog/8149-companies-respond-to-just-5-of-questions-on-facebook

It goes without saying that this is a sure-fire way to gain negative feedback, if not worse. Essentially, it’s akin to setting up a new “customer care hotline”, noting it on your packaging, and then simply letting the phone ring off the hook and never answering it.

It’s not enough for a company to just set up a Facebook page to tick a box, then walk away. Like any customer care it takes planning and investment and is a vital link between the brand and customer, so it shouldn’t be subcontracted to the agency or a company intern to manage.

-Leon

 

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