We are all aware of the power of social media and now you can add a social customer
the changing use of social customer service
service strategy to your marketing toolkit. When faced with small problems or wanting to know more, purchasers are now looking to the internet for snippets of information. This is happening in many ways such as asking direct questions in sites such as Yahoo answers, watching You Tube videos, tweeting or questions on Linkedin, Facebook etc. I’ve watched my teenage children do this many times and now it seams as though the age demographic of those looking for answers is shifting. In an interesting article on ‘Social Customer Service Becoming More Widely Used‘ Drew Bowling states ‘In fact, nearly 1 in 5 adults 45-to-54 years old asked about a problem on a Q&A site and over 1 in 4 adults 35-to-44 year-olds said they’ve watched a video tutorial on YouTube or a company website’.
