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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: 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...