Today BNET published my second post, focusing on how companies can use social media to turn customers into evangelizers.
Who’s in customer service?
I’m not a customer service “professional.”
We all are
But the truth is, we’re all in customer service, regardless of what our job function is. And while Craig Newmark may have made that concept popular, he didn’t invent it.
I’ve written before about how customer service can take PR from good to great.
And, increasingly, it’s what businesses need to learn to do, across the board. Social media is a great way to start doing this.
A word of caution, though; if your business’ internal systems and/or processes are broken, there’s no amount of social media activity that can fix that, as Jen Zingsheim and Mark Story point out on last week’s Media Bullseye Radio Roundtable.
(It’s a great round table, you should have a listen and no, I’m not saying that just because Mark says nice things about me in it.)
But if you have a good system going internally, then being social, as opposed to simply going social, is a very smart business strategy.
My post looks at how three companies are doing this well, as told by their customers.
I hope you’ll stop by and let me know what you think.