How should organisations respond to brand related comments on social media?

I wrote a guest post for OxonDigital, outlining findings from my research project on customer service via social media. The full findings are published on the Journal of Marketing Management (Paywall).


OxonDigital is a network that brings together Digital Marketers based or working in Oxfordshire. It organises informal get togethers and encourages the sharing of multiple view points on digital marketing – e.g., technical aspects, the communications agency angle… and, well, the academic perspective. Its creator and, pretty much its soul, is Daniel Bianchini.


The post is available here. Enjoy and let me know what you think.

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