Can Social Media Enhance Customer Service?

The answer is absolutely, assuming it's done right. But, it's not just about putting out sales messages, the deal-of-the-week, etc. If your strategy is to cultivate a dialogue, not a monologue -- and your voice is genuine and responsive -- social media can be a great channel for connecting with your customers or prospective customers.
Fans of the LHWH-moderated Mar Vista Grande Facebook page are using the site to ask questions of this luxury beach resort, rather than picking up the phone or sending an email. The added benefit of this channel of communication is that other fans can see the questions and answers as part of deepening the engagement of the Mar Vista Grande community.
Actively-managing, daily responses to inquiries via Facebook hasn't just led to customer goodwill (a worthy goal in and of itself), but has actually been tracked to direct bookings. If you're serious about utilizing social media to augment your existing marketing and customer service you have to be totally on top of it...and keep it real.

Website or "Blogsite" for small business?

The beginning of this is a post I wrote in back in March of 2005- I've added to it for today.

One of the biggest problems with company websites is they are boring and many seem to be out of date. I have visited many sites and clicked on a "news" tab to find that the "news" was last updated an average of 2.6 years ago.
OK - I didn't average them all, but that feels about right.

What's the answer for small business? A boring, seldom updated website - or a "blogsite?"

----------- jump to 2009----------

Now more than ever, I believe a "blogsite." Not to the exclusion of an informational website, but a blog of regularly updated, relevant, and interesting content is essential. A blog can be a stand-alone, it can link to your website or it can be incorporated into your website. It isn't an either/or question, it's the "you can have it all" answer. Your blog content gives people a reason to come back to your online space.

I work with many Realtors and I've been a Realtor. (in one of my many past lives - another story or 1000) The big news back in the day (read mid to late 90's) was this thing called the Internet. It seems that every real estate services vendor was selling website design and hosting packages - and they were pretty expensive for a new agent on a commission-only-I-don't-think-these-sales-will-ever-close budget.

The blogosphere has changed all that. Low or no-cost entry to the Web has democratized the Internet. And in my opinion, made it better and much more interesting.