Design, Science and Technology

It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

Social Media is not just a method only being utilized by big brands anymore. Small businesses are starting to embrace and implement social techniques on a grander scale.

A 2012 SMB Group Study found that 20% of small businesses use social in an ad hoc, informal way- to generate leads and drive traffic to websites. The study also revealed that 24% of small businesses are using social in strategic and structured way, including data analysis of market trends and customer driven product ideas.

The businesses practicing strategic social media enjoyed a higher level of integration amongst their departments. The largest disparity between the two groups was uncovered in Customer Service. Only 8% of the companies with an informal social media environment had integrated into Customer Service, while an impressive 43% of the strategic social group integrated Customer Service.

That's quite a difference and food for though if your small business just kicking the tire with little or no social presence.

'Taste the Feeling' is Coke’s new global marketing campaign. See the ads and hear the music here.

H&M is rated as one of the world’s top 25 brands, so it’s a great candidate for one of our posts looking at how brands use the four main social networks.