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Social customer care important to perform on Twitter and Facebook

Smartphone with Application icon.
Smartphone with Application icon.
Jyotirathod via Getty Images

Companies, businesses and brands that have a presence on Facebook and Twitter have plenty of questions to answer from customers. In a blog post published Monday by the Digital and Social Media Analytics company, Socialbakers, explains five of the top reasons as to why you should carefully carry out Social Customer Care via social channels.

Companies who take social media networking seriously and practice good social customer service will end up winning more customers. The combination is to usually respond with a timely fashion and try to find out as much as possible on the request. Nevertheless, with everyone connected it gets tough at times to answer severe customer complaints.

So what are the five top reasons? What is a good way to implement good Social Customer Care?

Below is the list of five solid reasons as to why you should integrate this philosophy into your existing Facebook and Twitter strategy. They are the following:

  1. Analyze
  2. Engage
  3. Promote
  4. Optimize
  5. Tell your Story

For more detailed information on what each step entails please click here. In addition, do not forget to check out the slideshow that illustrate some of the most successful brands carrying out good customer service on Facebook.

New York City view
New York City view Facebook Booking

New York City view

It is a night view and shot of New York City. This pictures was poste Feb. 7, 2014. It earned 1,479 Likes at the time of writing this report. 

Disney Store Cinderella
Disney Store Cinderella Facebook Disney Store

Disney Store Cinderella

"Princess of the month, Cinderella, comes to visit Princess Sofia tonight at 20:25 on Disney Junior!"
The message was originally posted in French, and received 449 Likes on Facebook. 

Etihad Airways
Etihad Airways Facebook page

Etihad Airways

"#AVGEEK Who was the first #US President to fly (whilst in office or otherwise):"

• Theodore Roosevelt
• William Taft
• Woodrow Wilson

This post received just 410 Likes. Below towards the last few comments posted-at the time of writing this report-were customers requesting questions about flight changes for example. 

The company did proactively answer right away to the customer's concern. 

Lufthansa
Lufthansa Facebook Lufthansa

Lufthansa

"Hello there - this beauty is our brand-new #Boeing 747-8 Yankee Lima. She's 76.3 m long and is always up for taking you for a ride! #meetnewfleet".

This post earned 6,068 Likes, and plenty of comments outside of the nature of the post. Quite a number of customer complaints. 

Vaseline
Vaseline Vaseline Facebook

Vaseline

This is the original message posted with this image. This earned just 16 Likes and no comments. The total number of fans is more than 4 million. 

"You lose 47 percent of your body’s fluids through the skin every day. Put some of that essential moisture back into your skin with Vaseline Spray & Go Moisturizer. Like if you hydrate your skin every day."