In this exercise, you will...
Search through your company's Facebook wall, or if your company doesn't have a Facebook page, look at the wall of one of your favorite brands. Find two comments or questions from customers. How did your team respond? Would you have done anything differently? If no one responded, write a response that could have been used.
Let's use Best Buy again as another example. I like using this page because of their support feedback system for two reasons:
Now, you may have looked at your own Facebook page or another page for this exercise. The most important part of this exercise is to make sure that page(s) is responsive to customers. The worst scenario for a brand would be not responding and having more customers join the negative bandwagon.