The link between customer service and social media

12/24/2013 | Entrepreneur online

As Zappos has shown, offering top-notch customer service can go a long way toward creating a loyal group of followers on social media, Scott Levy writes in this book excerpt. In some cases, influential followers have the potential to shape perceptions about a brand, Levy writes. "Just as rave reviews about a company can travel quickly across social media, so can stories of rude service or a company being unresponsive to their customers," he writes.

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