Social Care. Customer Service. Guest Relations. No matter what the experts are calling it these days, social media and the consumer are intertwined. People demand answers, immediately. They expect companies to care about their complaints and issues, ASAP.

From Facebook to Twitter, social is a hotbed for customer service. I get it. I’ve used it. Lost your luggage? Tweet the airline. Had a cold burger? Let’s post about it on the brand’s Facebook page. Continue reading →