Twitter & Facebook power proactive customer service

Microblogging sites, such as Twitter and Facebook, provide a steam valve for poor customer service. When a company doesn’t work the valve, marketers must be prepared to take the heat! Microblogging is the hottest form of online communication. A February 2009 blog entry ranks Facebook and Twitter as the first and third largest social networks, respectively.

Why are microblogging sites, such as Twitter and Facebook, so hot? Because it’s so easy.

Users can easily share aspects of their daily life, current events, news highlights, and random thoughts without the pressures, expectations or commitments of all-out blogging. This makes microblogs uniquely valuable to marketers.

They can be used to gauge brand sentiment and quality of customer service. Companies need to watch how information about their products, services and brands are shared online. Recommendations (good and bad) drive microblogging.

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