Taking Care Of Business: Social Media Will Transform Customer Service – Forbes Dee
April 11, 2013 at 12:46AM
Social media is no longer just a clever marketing tool: It’s also a fast-growing channel for customer service. Over half of consumers now use social media to directly reach out to companies to report satisfaction, lodge complaints, and ask questions, says Nielsen’s 2012 Social Media Report. And one in three social media users now prefer social care to contacting a company by phone.
Small businesses should move beyond marketing, and find ways to use social media to increase customer satisfaction and loyalty. Here are some good ways to start.
from On Integrated Marketing Communications | Scoop.it http://www.scoop.it/t/on-imc/p/3999767134/taking-care-of-business-social-media-will-transform-customer-service-forbes