Social Media & Customer Service
I shipped a package via FedEx yesterday. Received an email with my tracking number and then a confirmation the package was delivered. Our client was relying upon me to get those designs delivered to her outside of Chicago on time. And, FedEx couldn’t have done a better job on the customer relationship front.
So I was interested when I ran across an article by FedEx’s global communications manager about managing customer relationships through social media. Matt Ceniceros said:
“Social media allows a large company like FedEx to act like a small company – interacting with customers in a personal, immediate way.”
I got a kick out of the big guys envying the strong relational connections possible with a smaller business.
According to stats reported by Matt Ceniceros of Fed Ex, 6 in 10 small businesses use social networks to answer customer questions. Social media networks allows companies, big and small, to gather information about feelings, perceptions, reactions and customer sentiments.
Wouldn’t it be great to have a finger on the pulse of your customer base? Social media can provide that.
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