Language and tone matter. When you figure out how you are going to reach your audience socially they need to never waver. Social also means having relatable conversations with your audience. In other words keep the language and tone constant while having converstations with your audience.
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Once you get people talking, the tide is flowing in your direction, thank you, Dennis.
The way I see it is you can't know what you can do to improve your product or service unless people with an interest are telling you what they truly want. This doesn't happen if they aren't talking, and you aren't listening.
There is no doubt in my mind listening will take you further than talking. You can't know what a person wants or needs unless you truly listen. It is something everyone in business should be doing on social media. Social media can be like a best friend or worst enemy depending upon how you use it.
Yes you said it all and it's all true.