Listening and engagement through social media

February 26, 2010

Brian Solis’s ebook on customer service provides some good examples of organizations using social media to reach out for customer service.

From the book:
“You can bet that for every inbound customer inquiry, that there is a significant
 percentage of existing and potential customers actively discussing the same
 topic out in the open, simply looking for guidance, feedback, acknowledgment,
 and/or information. And usually, these discussions transpire without company
 participation, leaving people to resolve issues and questions on their own.”

Some organizations mentioned: Southwest, Freshbooks, ACDSee

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