From the course: Backgrounder: Netiquette

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The human behind the brand account

The human behind the brand account

From the course: Backgrounder: Netiquette

The human behind the brand account

(upbeat music) - [Narrator 1] A lot of companies and organizations provide support through social networking services, like Twitter. And there are good ways and not so good ways to take advantage of this. (wind blows) - [Customer on Twitter] You lost my luggage. (typing) I'm never flying with your airline again. - [Customer Service on Twitter] I am sorry. You are a valued customer. - [Customer] Ugh. - [Narrator 1] Here's an important thing to remember. The airline customer service rep didn't personally lose your luggage. Social media keeps us connected to companies and organizations in ways that a lot of us didn't foresee not long ago. Who knew we'd use Twitter to report lost luggage. Or read a Facebook post to find out about a school snow day. (wind blows) - [Narrator 2] According to a survey by The Manifest, 74% of consumers follow companies on social media and 96% of those consumers interact on social media…

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