“Social media is more than just advertising”, said Julian Cole at the Digital Marketing & Media Summit on Friday. So quotable that I wrote it down to blog about.

I realised that without even intending to, I accidentally drew the line as to what is and isn’t advertising when it comes to social media marketing, based on my two social media strategies.

The first is Broadcast, which is in a sense advertising and marketing focused. The second, Response, however is simply customer service.

Not everyone needs to market and advertise their product. But everyone should be engaging in and developing good customer service.