I just finished reading Frank Reed’s article Social Media Gives Execs the Willies and was glad to see that more executives are seeing the value of social media in the area of customer service – 64% to be exact.
Today a customer can communicate their love or their hate for a company, service or product in the blink of an eye so today’s business owners need to be prepared to respond just as fast.
For the company that can see the potential value of pro-actively establishing social media for customer service they may very well end up with a marriage made in heaven. For those that are continuing to stick their heads in the sand on the subject of user generated content well the future looks bleak. Mighty bleak.