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Times are Changing… Your Employees are Now Your Best CRMs (in Social Media)

I love hearing how social media is changing the way businesses relate and interact with their customers. Personally, I remember a time, when I worked for an internet provider company, where I would cringe when people approached me with customer service issues. Friends and family would want to tell me their technical issues or complain about how slow the service was. My standard response became, “call customer service!”

However, social media has provided a completely new approach to customer service… where employees who are enthusiastic about their company’s products / solutions and also passionate about social media are being employed to

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