We have a customer centric approach to social media marketing. First understanding customer pain points and then coining communication that resolves those pain points.
Conveying empathy for customer pain points requires proactive as well as reactive conversations.
Listening into conversations not just to answer but to understand. To understand real customer issues is the foundation of striking the right conversations with customers on social.
Building communication on the basis of clear appreciation for customer pain points has a greater chance to succeed on social media.