Great customer service can really help a company in the long run. In this external blog post, Perkins captures the essence of online customer service, and the impact it can make when used “consistently, effectively and correctly” (Perkins). I thought the idea Perkins was exploring connects very well with the concepts that our guest speaker, Danielle, explained in our lecture. The current fast-paced environment that we live in today requires quick, constant, and efficient transactions – a demand that has to be satisfied or customers will easily move along to do business with others. With social media, customers can show both their positive and negative feedbacks to other potential customers. I believe even with negative feedbacks, the company’s service representatives can always take advantage of these comments and proactively addressing the issue and commenting with a solution. Today, social media makes it effortless for potential customers to share their thoughts on a brand, and can help the company build a sustainable comparative advantage.

Screen Shot from Zappos.com | http://www.zappos.com/

Even Zappos, a company we talked extensively about in class, uses the most popular social media to intensify its customer relationships. So even if you don’t want to talk to a real person from the call centre for hours on end, you could always chat with someone on Facebook, Twitter, and many more to come.   Work Cited Perkins, Abby. “Why You Need Social Media for Customer Support.” Small Business Marketing blog from Duct Tape Marketing. 23 Oct. 2014. Web. 6 Nov. 2014.