With the rise of social media, your customers are now all social customers. They love to share, chat, post, Like and comment, and when they have something important to say (good, bad or worse), they are quick to share it on their social networks. Their comments run the gamut from the best raves to the worst rants. This is why monitoring is so essential to social media marketing.
And while you’re at it -- don’t create an additional public, “professional” profile associated with your business. For example, I already have a personal profile on Facebook that I largely keep private; the practice I’m talking about would be if I created a second, public one under the name “AmandaZW HubSpot,” or something along those lines. People usually do that to connect with professional contacts on Facebook, without letting them see personal photos or other posts. But the fact of the matter is that creating more than one personal account goes against Facebook's terms of service.