How Kraft Heinz built a “social-care” strategy

Kraft Heinz, the food group, has successfully tapped into the power of social media as a channel for customer care and engagement.

There's a simple reason that marketers should introduce customer care programs on social media, James Vetrano – who helped build such a strategy for Kraft Heinz – explained at the 2017 Digital Summit Chicago.

Simply put: You don't have a choice.

James Vetrano, previous Social Media Manger, Kraft Heinz

"These days, your customers are more in charge of the conversation," he explained. "A single Facebook post or a single tweet can literally make or break an organization."

Having spent nearly three years as Social Media Manger for Kraft Heinz – a job he recently left to serve as Chief Digital...

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