Social media has many marketing and business advantages. One of them that is underestimated is linked to customer service.
When I got home this weekend I realised that I needed to return a top which was damaged when I opened the packaging. That was no problem, off I trotted and exchanged it. You buy, if you have a failure to do with the product then normally you can return it. OK, a little inconvenient but the fact that the return process is easy can actually act as part of building brand loyalty. Think Zappos!
But for bad service there is no trial, you can't trial it. That is where social media can play a huge part. Social media can be the trial, social media can show what lies behind the product. It is like a window into the company.
Social media can be like taking that product home to try.....it can be the tester to the kind of service you can expect.
Blogging, podcasting, twitter or Facebook...they can all be your free tester, if people don't like then they can unsubscribe..a simple return policy!
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