Why do so many brands fail at social media ? Because they usually have someone on the other end who is “just doing their job” rather than thinking of ways to turn customers into passionate brand loyalists.
When choosing people to be the voice of your brand on social media you need to ensure that they are people who can both solve problems and turn angry customers into passionate brand advocates. That is the power of social media and having a great person as the voice of your brand. Don’t just choose someone at random make sure it’s someone who can ignite the passion of consumers and customers by going above and beyond not by just sending a standard response.