644d6352_Business_Goals___CustomerThink__Description
[Business Goal] Customer service [Typical Key Metrics] Customer cases handled Improvement in customer satisfaction or net promoter score [Description] 
Some social media channels, especially Twitter or blogs, provide the opportunity to respond or comment directly to the individuals that posted an article. This opens up the opportunity to encourage and thank fans while reaching out to help customers that are in need of help or feel disgruntled.
Social Marketing Metrics Must Fit Your (Real) Business Goals | CustomerThink
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