On Dec 19, 2011, a Youtube video was uploaded showing a FedEx Employee delivering a monitor by throwing it over the fence. It went viral. As I write this post it has been seen more than 5.7 Million times. Imagine the embarrassment of FedEx! FedEx responded with a video of their own with 11 elements worth noting. Alas the video has only been seen by about 5% of those who saw the first video.

Customers are having conversations about your brand on Facebook. If you have Facebook Fan pages, customers are writing on your wall. Some comments will be positive and some will be negative. Some customers will come to your fan page looking for support. How can your organization support them? Learn about one service I found to help.

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