Social Media is now being used by a lot of brands as a way of reaching out to their audience. People get to talk about a brand’s quality of service or sold item . Social Media has become a portal for most brands to get FREE MARKETING. But is simply announcing something all over Facebook or Twitter enough?A good social media/online marketing expert must know when to use social media aptly when it’s time to create a buzz about something. But there are other things, even if you successfully churn out the biggest buzz in the Social Media world, won’t be enough to cover. Sure… Calls from call centers can sometimes be a pain… but imagine if you’re flight or cruise gets bumped off schedule?

Wouldn’t it be better to receive a phone call from a representative of your airliner’s company telling you about the change in schedule? While it may be annoying to get bumped off, at least there is a decent effort to personally bring the news to customers. It shows the company’s interest in their clients. The effort to go through the flight’s manifest and actually call clients takes a lot of effort and time. Being a paying customer, don’t you think that you deserve only the best service?

A good example of one situation highlighting the importance of customer service instead of using social media can be found here.

Doesn’t it put a different perspective towards the use of Social Media?