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Likeable Social Media, Revised and Expanded: How to Delight Your Customers, Create an Irresistible Brand, and Be Amazing on Facebook, Twitter, LinkedIn, Instagram, Pinterest, and More, 2nd Edition by Meg Riedinger, Mallorie Rosenbluth, Carrie Kerpen, Dave Kerpen

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CHAPTER 6

Respond Quickly to All Bad Comments

You’ve worked hard for months with your team and a consulting firm on creating social media best practices, and you’ve planned how to integrate social media into your business. You’ve built a Facebook page, a Twitter account, a LinkedIn company page, and a blog, and you’re excited to join the online conversation and foster a burgeoning community. Several coworkers have rallied behind you and your commitment to engaging customers throughout every step of their relationship with your company. Then, the night before the big launch day, you receive a phone call from your frantic chief executive officer: ...

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