How to Collect Customer Feedback Using Social Media

Большая обзорная статья о том, как собирать обратную связь с помощью социальных сетей.

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«One of the main strengths and also a weakness of gathering feedback through social media channels is that it is often unstructured and anecdote-based. While a good way to gather feedback, look for trends, and create stories, it may be more challenging to turn this into hard data».