Hi Paul,

I’m so glad you enjoyed my article and that you found it helpful!

You’re absolutely right, it’s all about communication. People connect to people, not brands and computers. A customized, timely response to a question from someone who works for your company is going to be much more appreciated than a generic, automated response.

Customers and potential customers want to feel as though you actually care about them instead of just trying to make money off of them. That’s what will lead to brand loyalty.

Thanks again for your comment!

I am new to blogging and your plan of action makes perfect sense and outlines to me that its all about connecting with your customers in real time. Its all about communication and making sure you are not just an automated response which is what many people expect these days.

If you can as a business engage directly with your customers in a timely way it goes a long way to gaining trust and credibility.

Getting the story out about social responsibility seems to also be a great way to engage with your customers.

I noticed Coca-Cola made a big social statement when instead of spending money on advertising they donated bottled water to the hurricane disaster in the Philippines.

Social media seems to be finding its place in the customer service sector and is best used to provide a human touch when it comes to dealing with customers.

Great work Michelle