Friday, 13 January 2012


With social media altering the way we do business and how we interact with clients/customers, the customer service aspect of business has become emphasized like never before.  Social media have brought customer   relationship management and customer service to the forefront and have rendered customer service a form of marketing unto itself.  Here’s how:
Social media have enhanced the customer experience by giving the customer a profound voice.  And, for most businesses, this has translated into having a favorable impact on overall sales and growth.  Social media are interactive and customers can communicate directly with businesses; whether it be to ask questions about products or services, file complaints or offer praise with respect to products & services. 
Direct dialogue is now possible via most mainstream social media platforms.  Within a business’ “online community”, the brand benefits via engagement with customers.  This is true both in terms of insight and ideas that can be garnered from customers as well as how brand loyalty is being constructed and promoted via word-of-mouth.  Listening to what customers are saying and responding promptly & directly to them is key.  Customer service becomes an effective form of marketing!
To implement customer service as a form of marketing for your business, ensure that you:
A)     Focus on conversation/engagement as being the core of your business – concentrate on the exchange of information and ideas with your customers – interact, listen and respond.
B)      Strive to excel at a more refined range of things – you can’t be “great” at everything and solve all of the world’s problems, but you can focus on the things that are most meaningful to your customers (things that you will come to identify through real dialogue with them).
C)       Break down the barriers that have traditionally segregated business and customer – make use of social networking platforms such as Facebook, Twitter, LinkedIn & Blogging to get conversations started and to maintain & manage ongoing, solid relationships with your customers.
Need some help navigating these social networking sites?  Then our Social Networking for Business workshop is for you.  Please check out our schedule at:


  1. Organized content is the best way to display or post an article, thank you for making it easy to digest your post.

    SEO Los Angeles

  2. Thank you for your helpful comment regarding organized content. We are in complete agreement. And, thank you for your kind words. We hope you come back often to enjoy our blog!