Does your social media strategy force marketing to act like customer service?

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Does your social media strategy force marketing to act like customer service?

If your organization is like many others, the marketing department drives its social media initiatives. In many ways that makes sense. After all, marketing is responsible for ensuring the integrity of your company�s brand and reputation�which a few wayward comments on Facebook can quickly damage. Naturally, most marketing departments have budgets and resources that they can apply to these challenges, says Esteban Kolsky, a customer strategist.

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