Social media is important to every business and relationship with customers. According to a research customer's expect to get a response through social media got doubled since 2013 and still 7 out of 8 messages to companies go unanswered for 72 hours. Customers want all their queries to be answered which include marketing information and customer service which marketing managers are not trained to answer. To solve this query teams need to be cross functional and follow these steps -: • Develop a social care team which can address all social information effectively and efficiently
• Create brand guidelines for standards, tone, and style of social media communication
• Assign specific employees from each department to social media tasks
To know more, please read the article written by Keith A. Quesenberry ( writer at Harvard Business Review ) -: https://hbr.org/2016/04/social-media-is-too-important-to-be-left-to-the-marketing-department