It happens like clockwork every year. When the last Thanksgiving dishes are cleared away, shoppers arm themselves with their credit cards and shopping lists. They’re ready for Black Friday and Cyber Monday deals.
Just the word meeting can cause many to shudder, especially busy social media and community managers who are already pressed for time. Sometimes meetings can get a little out of control, as this Dilbert cartoon suggests.
In today’s hyper-connected world, it’s easier than ever for consumers to voice their experiences with a brand. Whether good or bad, your customers can reach into their pockets and connect to your brand with a few taps of a smart phone. Participating in social customer care is no longer an option for brands – it’s a requirement.
Tracking social media can be, well, tricky. There are a lot of layers to it. Engagement and reach metrics give you a sense for how well you’re resonating with your community, but tying that to the KPIs that matter to your company through analytics can feel like a hurdle.