The third ‘Real life’ in ‘Managing customers’ explains how some companies use social media as part of their customer service strategy.

Required:

Search the internet to find two examples of organisations (other than banks) that are using social media as part of their customer service strategy. For each example, explain:

(a) the types of social media they are using (e.g. Twitter, blogs)

(b) the purposes for which they are using social media

(c) any benefits that are flowing to the organisation or to their customers as a result of this use.