Challenges in Managing Online Conversations

18 Nov

If you’re looking for a way to fight back from your company’s primary challenge of being more customer-oriented in how you manage your online conversations than congratulations you’ve found it. Through my research, I have found the four pillars (4 C’s) to solve your problem:

Customer Experience:

Customers enjoy talking about your company’s services and products so give them a reason to, as it can be a key driver for consumer conversations both on and offline.


The goal of conversation management is to converse and not communicate. As spoke about in the last post its extremely; important to listen, ask questions, facilitate the conversation and actively participate in it.


Provide people with positive and relevant company news were they can be brand ambassadors and spread the good news or share it on social media.


Asking the customer what they want, therefore your involving them in everything your company is doing. As customers are your primary source of revenue through generating profits for your company, it seems only right to involve them in your decision making processes. Placing customers in the decision making process is based on producing a product which customers truly want.

Tune in next time to find out what exactly characterizes a social media crisis and how to successfully manage it online.


Van Belleghem. S (2012), The Four C’s of the Conversation Company: Still a long road ahead for most companies, [online], Available at:, (accessed 15/11/2013).


Posted by on November 18, 2013 in Uncategorized


2 responses to “Challenges in Managing Online Conversations

  1. vish91

    November 25, 2013 at 5:47 pm

    Hi Amy,

    I think it is great that you are posting about methods that can be used to tackle social media issues. These are questions that modern marketers look forward to especially when the marketing environment is moving towards a online paradigm. The 4 C’s mentioned in this post is a fantastic tool. I really look forward to applying this myself and pass this blog on to few of my friends as they are struggling foe engagement in the Social media pages they manage. I will keep an eye on your space.

    Thank you
    Kind Regards
    Vishnu Kumar

  2. amysdcu

    December 9, 2013 at 5:21 pm

    Thanks a million for the post Vishnu. Hope you enjoy the rest.



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