Direct-to-Customer Commerce

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Strategic insights into the direct commerce industry, including ecommerce, direct marketing and related fields

How to use Social Media as a Customer Service Tool

This headline is taken from a post you can find here.

The younger your customer base, the more important it is that you pursue this strategy.  Granted, it’s not exclusively relevant to younger customers.

In additional to the Social Media, you should also add SMS capability to your customer service arsenal (if I can use that term).  I’m sure you’ve noticed how many younger people use the phone less for talking than for texting.

That’s a trend you should not fight … instead, go with it.

While I don’t think you can avoid using social media for customer service — over the long term — I’d also push people towards texting, if you can.  After all, texting is at least private, by default.

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