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Many companies run Twitter, Facebook or YouTube accounts to supplement their other offline and online marketing activities, yet few have understood that social media is quickly becoming as important a customer service channel, as it is a marketing opportunity.
Social media is a channel that few organisations feel they can completely ignore, with stats from Nielsen revealing that nearly four in five active internet users visit social media sites or blogs. However, few companies have grasped just how fundamentally social media will transform their relationships with their clients over the next few years.
Today's more empowered customer wants conversation with brands and personal service from brands in the channel of his or her choice, which is often Facebook or Twitter. This trend is quietly obliterating the line between marketing and customer service.
Full article http://www.bizcommunity.com/Article/196/33/76124.html
Via Maria Cristina Terenzio
