As 2017 is revving up into full gear, you may find yourself looking at your social media channels and asking, “How can I improve the experience my customers have on my channels?” Having A+ customer service on social media is essential for building a strong...

When I first heard about brands using Chatbots in marketing, specifically on their social media channels, I was skeptical. Maybe it’s because I wasn’t familiar with Chatbots. Maybe it’s because as a Community Manager- where my entire job is to build communities and facilitate authentic...

It can be disheartening opening up your channels on a Monday morning and seeing a wave of negative comments flooding your notifications. Trust me, we’ve all been there before on the community management team — audience negativity is an inevitable part of being in social...

We know, we know. Another day, another post about the importance of online reviews.We could throw out stats like how one negative review can cost you up to 30 customers, or how 4 out of 5 consumers reverse their purchase decisions based off of negative...

If your customers were to grade your customer service on social media, how would your brand do? Would you be an A student? Maybe sliding by with a C? Or would you be trailing behind the rest of the class? If you’re not at the...

“The Social CEO” is a phrase you might have heard by now. As the world of social continues to expand, the phrase continues to catch fire. But as of January 2016, a whopping 61% of all Fortune 500 CEOs had no social media presence whatsoever....

They’re out there and you’ve probably encountered them before—trolls. Not the cute pencil topper accessories that you had as a kid. I’m talking about social media trolls.A social media troll is someone who deliberately posts negative comments to provoke others. Whether factual or not, their...

The days are long gone in which employees might complain about their job to those closest to them. Now, in addition to privately complaining to their families and friends, your employees can broadcast their dismay from the rooftops of every social media channel. The landscape...