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Top Takeaways:


“Customers like to do business with companies that care about the same things that they do. If you support an amazing cause, you should talk about it because it says a lot about you.”

“Meet your customers where they are. If your customers prefer social media as a customer care channel, let them know someone is there to answer their questions so they don’t have to move to other channels.”

“Be authentic; this is the most important thing with marketing – and anything you do.”


Mich Hancock is the CEO of 100th Monkey. She is the Co-Founder and License Holder of TEDxStLouis and the host of Michmash Podcast, where she helps individuals and organizations raise their voices and be heard.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:

  1. How can you use social media for customer service?
  2. How should brands respond to negative comments on social media?
  3. What role does social media play in building a community and telling brand stories?
  4. How can brands be more authentic online?
  5. Why is it important for companies to share their advocacies with their customers?

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