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Social media’s ability to empower consumers by giving them the voice to discuss their problems and perceptions publicly has dramatically shifted the business/customer relationship. Companies need a strategy to engage socially with customers. Service and support organizations should view social media as a platform to gain insights about the issues, questions, and perceptions customers have about their products. If you don’t have a Social Media strategy for Support, it’s time. It’s better to start small than not start at all.
This perspective describes the reasons why business, and particularly service and Support organizations, must embrace a social media strategy.
- Social Media Defined
- Social Media in Action
- Social Media Tasks and Activities
- The Business Relevance of Social Media
- Social Media Implications for Support
- Social Media for Support Opportunities
- Steps for Developing a Social Media Strategy for Support