Adding a social-media layer to your customer-service efforts doesn't have to take much time or energy, writes Pamela O'Hara. Identify the platforms that your company should be engaging with and set aside a few minutes each day to address requests and complaints via those channels, and you'll soon be recognized as an engaged and caring company, she writes. "Speak the language of your customer -- including listening and responding to conversations in social media -- and watch your reputation for providing stellar customer service bloom and grow," O'Hara writes.

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