Delta handles a negative situation with timely, respectful customer service.

[shaownhasan]

6. Customer care
Customer care is one of those social media skills that combines customer service, people skills and an eye for uncovering opportunities. That’s why developing a social customer care strategy is an integral part of a social media manager’s job description.

Our Index shows that 44% of marketers use social data to inform customer experience. Brands also report that 53% of their social strategy is driven by insights from the customer service team. To truly be customer-centric, you must put the voice of the customer (VoC) at the core of your strategy.

A data chart that reads teams that contribute to their line data organization's social strategy. The top teams were customer service, corporate comms and product.
Studies also suggest more than three-quarters of consumers expect a response on social within 24 hours. This means, not only do you have to listen to and understand the concerns of your customers, but also be proactive in your approach to handling emergencies.

For example, when a frustrated customer reached out to Delta Airlines on Twitter, the company responded immediately in a respectful manner, validating the customer’s feelings while offering the needed assistance.




As a social media manager, you are the brand’s biggest champion. Understanding customers and their perspectives enables you to make a positive impact in the hearts and minds of your community.

Additionally, personalizing your interactions by referencing conversation history can help take an everyday interaction and turn it into an extra special moment.