We've had enough experience with social media now to realize how effective it is as a customer service tool. Even my mom now knows that if she's unhappy with the customer service she receives over the phone or via email, her next move will always be to take to Facebook to ensure she gets optimum attention....
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Facebook Casts a Wider Targeting Net With Lookalike Audiences
February 14, 2013
From ClickZ
Facebook has expanded its custom audience targeting feature to now include what it calls "lookalike audiences." By porting their CRM databases to Facebook, advertisers can reach their existing customers and users who share similarities with their customer base. Facebook's custom audience algorithm will now pull additional clusters of users for advertisers to target based on similar interests, demographic data or location. If the new beta feature is effective, brands will be gaining a unique insight and direct connection with Facebook users who are more likely to become customers.
Poland Spring Facebook Post Revels in Rubio's Thirsty Moment
February 14, 2013
From Mashable
Marco Rubio's unquenchable thirst and awesomely awkward dive for a miniature bottle of Poland Spring water during his rebuttal to President Obama's State of the Union address went viral on Tuesday night. "Poland Spring" became a trending term for some Twitter users as Rubio's extreme thirst made the social media rounds.
Managing the New Customer Relationship: Strategies to Engage the Social Customer and Build Lasting Value
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