SMM Question:
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Tell me are they accomplished in a social marketing environment AND in a social customer service environment?


Ask your candidate to define the difference between the two.

☛ Social marketing environment calls for a more conversational approach. Most social media conversations don’t revolve around sales. Your candidate should be able to recognize where someone is in their purchase journey and guide them to their destination.

☛ Social customer service environment requires empathy, patience, and the ability to resolve conflict. Your candidate must be able to recognize situations that may call for an escalation to management. Remember: they’re not just responding to that one customer, but for an audience of future customers!

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Explain how do you measure social media success?Tell us how do you use social media as a tool for customer service?