How to use social media to revolutionise customer service
Social media has led to brands having more direct contact with their customers than ever before.
In the past, if a consumer wanted to comment on, complain about or praise a brand, they'd (mostly) tell their friends, or, if they were really riled, they'd go to the website, find the customer service email address and fire off a carefully worded missive. The good stuff mostly went unheard by a brand - how many of us ever get round to writing to a company to thank it for great service, or emailing to say we loved its new product?
But social media is changing all that. Brands can listen into sentiment - good and bad - on their websites, online communities, forums, Facebook pages, app store or on Twitter. It turns out that consumers are much more likely to tell a brand what they love and hate about them if it's easy to do. And the rise of social media means it's never been simpler.
