In a special edition of The Drum's Social Buzz Chat show, our community manager Adam Libonatti-Roche sat down with customer experience platform Falcon IO's marketing strategist Nikita Smits to discuss leveraging social data.
Talking about the power of data on platforms like Twitter and Facebook, Sims recommends brands are available across all social touchpoints for consumers following a purchase, wherever they may be.
She also recommends brands ask themselves how they are engaging with customer to make sure what they're saying isn't too "salesy".
"Who would this be? What are their interests? How does this person come across? "What are their personality traits - is this someone that is very friendly, or is it someone who is very direct and to the point?", are all things advertisers should be thinking about according to Smits.
This process helps make sure that everyone knows "where they have to go" she notes. The full interview can be watched in full above.
The series accompanies The Drum’s weekly Social Buzz chat, which usually takes place every Tuesday between 7-8pm GMT. You can follow and contribute on Twitter using the hashtag #SMBuzzChat.