Jaci Russo is a Brand Strategist with more than 20 years of experience on a national level in a cross-section of industries. Her experience has included strategic planning, brand management, national product launches, and media management for local, regional and national clients.

1 Comment

  1. Sahail Ashraf
    August 27, 2015 @ 4:39 am

    Some brands have special channels on social media dedicated to customer service. For example, B&Q have two guys who literally sit in a room answering customer service correspondence on Twitter. It’s personal, and it’s fun too.

    Some brands excel at social media customer service, some don’t. As long as brands monitor and respond as politely and as quickly as possible, problems are resolved reasonably effectively most of the time.