It started with online community forums. Then Twitter provided a 140-character voice for people to rant with. But what really shifted customers with questions and complaints from their phones to the Web were Facebook and YouTube.
I don’t like giving much credit to Facebook, but there are so many great benefits for small businesses to take advantage of through their pages and profiles. YouTube is the second most popular search engine after Google. YouTube has proven invaluable to businesses that discovered the success that posting directional videos on how to install and fix things can provide. The same goes for the anecdotal listings where customers share their personal experiences from using the product or service.
I spoke with owner and local radio show host Andrea Bray of Andrea’s Fine Hats in Silver Spring, MD about how she uses her business’s Facebook profile to not only maintain relations with established customers, but also connect with new customers.
“I use it to keep in touch with our customers and also for encouraging customer interest in a friendly way without intruding on their private space,” says Bray. “On Facebook we rely on a form of word-of-mouth by inviting people to become friends with Andrea’s Fine Hats.”
Baruch Herzfeld uses YouTube to answer FAQs for his company, Zenofon.
Continues at: How Social Media Revolutionized Customer Service : Technology :: American Express OPEN Forum.
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