20. A Great Customer Service Program Is a Natural Extension into Social Media

Companies around the globe are known for their great customer service. Southwest Airlines, Zappos, and Whole Foods are three companies that I consistently hear have great customer service. These three companies have implemented the fundamentals of their customer service practices as part of their social media strategies.

Southwest Airlines has the “Nuts About Southwest” blog in which employees from all parts of the company share their stories about working with Southwest. The company includes Flickr and YouTube streams, and is very active and responsive on Twitter. Zappos enables (and, in fact, encourages) all its employees to create a Twitter account and communicate ...

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