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When people talk
   A lot goes into customer care
     The prices of products
     The cleanliness of a store
     The courtesy of employees
     The tastefulness of advertising
     The convenience of shopping carts and baskets


    Customer Care  Customer Service
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Customer care and social media monitoring
   Respond to customer needs
   Gather metrics on brand mentions
   Monitor emotive keywords
    (love, hate, like, sucks)
   Identify potential incendiary communications
    before they spread
   Let your customers know you care
   Keep track of the competition
   More, more and more
   No one tool to rule them all
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     HootSuite and Tweetdeck
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Customer care and social media monitoring

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