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418 Myths of Social Media by Ian MacRae

The Marketing Book Podcast

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How to Respond to Complaints on Social Media

If you have people with specific problems who are complaining on social media, definitely respond to that. Sometimes it's great to respond publicly if you're both responding to that person and sending a signal. If you're worried that it might be a troll or it's not a legitimate complaint, sometimes it's best to send people a private message. Always invite them offline so that you can get the bottom of it.

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