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By choosing social media over other communications channels, millions of customers have given voice to their concerns in what has become an increasingly public arena.
Businesses no longer ask whether they should respond to these issues or not, but how.
Social customer service is now a fully established requirement for customer support. However, many still find it hard to tease out the differences between social monitoring, social marketing and social customer service.
Via Ivo Nový
Think you're on top of the SoMe game? Can you name each of these icons?