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