We work to build meaningful communities of people who share our clients’ ideals and inspire them to become loyal customers and advocates. Utilizing the most robust social media listening software our community management team ensures that our clients never miss a thing. This allows us to capitalize on opportunities to build or strengthen customer relationships with our clients. It also means we’re constantly cued into early warning signs of negative sentiment and can react accordingly.
SOCIAL MEDIA LISTENING & AUDIENCE RESPONSE
We employ always-on social listening, tracking relevant conversations about brands across digital and social platforms to accurately pinpoint conversations and trends. This data is folded into a larger mix to show impact on the social ecosystem, highlight and correct problem areas, activate brand ambassadors, and tailor content to engaged communities. We then curate meaningful ways for our clients to contribute to the conversation using tailored voice and perspective.
Our in-house customer service team are experienced conversations facilitators between what current and potential customers are saying across platforms. Or, we can work with our clients to build a dedicated social customer service team from the ground up.
We work with all of our clients to develop a social media crisis communication strategy. This is a documented procedure that everyone internally and externally can reference during a crisis period. In the event of a crisis scenario, we put a senior team in place to offer around the clock support to ensure that the communication across social happens efficiently and effectively to steer the conversation in the right direction.