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Digital Marketing Case study ch 15 Nick

Case study questions chapter 15

1.       How would you describe the link between social media strategy and the social customer?

In my opinion it’s a way to communicate, provide customer support and build a bond with their loyal customers. It’s quick, the businesses are able to communicate personally and quickly with every person who asks them something without the customers having to wait on the phone and pay the extra phone costs.

2.       How would you advise the strategists in the social media command center to respond to a very unhappy fan?

Provide a very quick response and make this person a priority. Try to give solutions to their complaint or advise them any other options. It is even possible (if the resources are available) to give something complementary (ticket/free parking etc) to compensate for the needs/wants that have not been met.

3.       How would you define a keyword in this context?

A word or phrase that is generally/frequently used by people (visitors, customers, guests, etc.) on social media networks to state what they are doing, going to do or giving some kind of feedback/comment.