“ Paula Drum of H&R Block defines ROI in Social Media as “risk of ignoring”.
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Twitter / Social Media News: Paula Drum of H&R Block de …
I just picked up this Twitter feed and will probably regret it because it seems like they’re posting about once every 4 seconds. But, this quote is good because it gets at the “returns” question in negative terms (replacement cost; minimizing risk; improving customer service efficiency), which is where the low-hanging fruit is.
