I tried reaching bookmyshow on their twitter account, and sadly no response to it. And the worst of all is the dumb IVR ticket booking system they have. The only menu they have is for booking tickets. No options to file a complaint or reach out to someone for help.
There is no denying social media is powerful platform , but needs to be taken more seriously. Plain lip service like this will do you more harm.

To answer your questions – Yes it is better to employ/designate someone as a community manager. More than the communication consistency, which is a must, there has to be a few goals to be achieved by using social media/other avenue & when you have everyone jumping on the bandwagon, it leads to unpleasantness at times.

Any method/channel/avenue that you use – promotion, emails, text, or the ubiquitous social media has to be proactive. This leads to a larger following in turn helps you plan your future. Reactive is just for the sake of “we are on the net” & we need to have presence kinda thing which one person thinks of, but what abt when he/she leaves?

Enough freebie…..Keep a Case Tweetup & would be glad to participate over beer or coffee:)

Good job Asfaq. Another good interview. Super.

Thanks for sharing !!