The document provides 8 tips for keeping social media messaging consistent across channels, including keeping messages consistent, being authentic in helping customers before and after shopping, looking for customer dissatisfaction, delighting customers during their journey, engaging customer service early, incorporating insights, answering audience questions creatively, and empathizing with customers. It also discusses three main themes of the importance of social media governance, empowering customer service, and having empathy for customers.

1. 8 ways to keep your
social media joined-up
across channels
Simon Preece
Twitter: @simonlp

2. #1 Keep your messages consistent

3. #2 Be authentic in helping customers pre and post shop

4. #3 Proactively look for emerging areas of dissatisfaction

5. #4 Delight consumers during their customer journey

6. #5 Engage customer service early

7. #6 Get setup to incorporate insights

8. #7 Creatively answer audience questions

9. #8 Always empathise with the customer

10. Three themes…
• The importance of social media governance.
• The power of autonomy in customer service/ community
management.
• The need to have empathy with your customers’ mindset.

11. Questions?
Simon Preece
Twitter: @simonlp
simon@slpconsulting.co.uk
www.slpconsulting.co.uk