A great example of using social media for customer service

Here’s a cool story about how using social media for customer service created a happy customer and generated positive earned media for Samsung Canada. The company treated Shane Bennett as an individual and reaped the rewards. I wouldn’t be surprised if this earned Samsung a customer for life and a lot of public goodwill.

This follows the playbook Dave Kerpen outlines in Likeable Social Media, which argues that this sort of public customer service is exactly how to use social media. Kerpen’s book is a must-read for those looking to take their social media programs to the next level.