social media in customer serviceCustomers use social media to share information about their service experience with a business. They use the internet to give their praise to a company for an outstanding service or product, or to vent their frustration about a poor service experience. According to the 2012 American Express Global Customer Service Barometer, a business should start with its own employees when upgrading its customer service (actually, employees who deal with customers all the time know the needs and wants of customers). Moreover, a business should also listen to customers to get ideas on how to improve an aspect of a service.

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