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Improving your social media member service

from By Randall Craig

Many organizations struggle with setting up a social media (or email) response strategy. How can you trust front-line staff to answer properly, if they don't know the policies? How can you have a consistent response, no matter who responds, or when? And how do you minimize service costs, while maintaining service quality? One thing is certain: If you don't get this right, your members will complain. Poor service response is the ultimate anti-membership strategy. more

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