Here’s a great article on the power of social media on customer service. Columnist Jennifer Waters does a great job ofcapturing the huge impact social media is having on business.
It really is amazing the degree to which the power has shifted to the customer. The customer may not always be right, but they have become very, very loud. Companies who ignore the voices of their customers do so at their own peril. It’s a good thing, actually. The transparency that has been created by social media is creating a huge degree of accountability that wasn’t there a decade ago. One has to wonder where things will be in another ten years!