Facebook moderation technique – Good service by Zach Braiker Social Media Strategist

Facebook moderation technique – Good service

written on January 24th, 2010 by Zach Braiker

Consider TJMaxx’s fast response to a fan question on their Facebook fan page. The response is significant because it demonstrates that the brand’s behavior inside the fan page is associated with the brand. In this case, good customer service on the fan page is associated with the brand’s good customer service in the store. What of brands that allow their pages to go without moderation? What message does this send to fans asking questions?

A brand’s personality now has an opportunity to be articulated by a real, human voice. We can now, through our behaviors, live the values of the brand. And in so doing, we deepen the relationship between brand and consumer.

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Zach Braiker

Zach Braiker is an experienced marketer and interactive sales strategy expert. He helps advertising agencies, brands, media companies and businesses develop and execute interactive marketing and sales strategies.

He has spoken on interactive marketing and sales to the National Association of Broadcasters on New Media in Rome, the NAB's annual convention in Las Vegas, the Center for Sales Strategy annual convention and the Entercom Media sales retreat. He is an invited guest to Nokia's first annual workshop on the future of mobile technology in Helsinki. Braiker graduated Magna Cum Laude from Tufts University, where he studied history and international relations and was a researcher at Harvard's Kennedy School of Government.

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