It is tempting to swoop in to a customer's rescue via Twitter: real time complaints answered in near real time by the company - with the entire world watching. When it works, it works spectacularly. As just one example, the Consumerist - not a publication to automatically bow to companies' customer service PR stories - recently spotlighted a happy ending story featuring GE and Twitter.
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Over the years stores have learned to better integrate their bricks-and-mortar operations with their online presence. Often, though, the point of sale is overlooked. At some Abercrombie & Fitch stores however, the sales clerks are asking customers if they have checked out the site on Facebook, reports Fresh Networks. It is a great example, it said, of how to implement the simplest of all strategies to build a social media base: "use every existing customer touch point."
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