by What message does your brand convey to socially engaged customers?
As we enter the golden age of social media, companies can no longer afford the luxury of tightly scripted, top-down messaging (e.g., "We're the best! Take our word for it.").
Nor can a company simply opt out and remain silent (as epitomized in Northwestern Mutual's "The Quiet Company" ad campaign of years past).
As social media channels have increased, so has the need to communicate effortlessly and
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