This article, authored by Jordy Leiser, November 19, 2012, contains an impressive amount of information and we hope inspires more companies to take the leap and move from monitoring social media to actively engaging and embracing it as a part of their customer care strategy.
Jordy’s article starts with Warby Parker’s amazing discovery and winfall from working-around the 140 character limit of a tweet to answer customer questions. But he goes onto to discuss innovators; Zappos, American Express and others who have chosen to engage their customers through social media and reap the rewards.
There are some very interesting numbers in his article, including those from his own organization, STELLAService’s, 45 day study published earlier this year, which evaluates the largest online retailers’ customer service performance on a daily basis.
Here’s the link Warby Parker’s Customer Service Secret