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Twitter customer service should not be lipstick on a pig

Many major brands now use Twitter as a channel for customer support. The transparency of Twitter means that you are either there, engaging and helping users find answers and (hopefully) satisfaction. Or you run...
Social media marketing

Social media marketing: an integrated marketing approach

Social media marketing is a complement for the integrated marketing strategies of many organizations. It also has a broader place in a branding, service and VoC (Voice of the Customer) approach and is certainly...