There is no shortage of blog posts talking about these very topics, how social media can benefit your company, how to measure social media ROI, etc. Pop Labs’ CEO, Gene McCubbin, is currently at the INC 500 conference and shared a great thought on customer service from Zappos’ CEO, Tony Hsieh.

I saw a very good example of this philosophy today when I was having a conversation via Twitter with Lands’ End, an online corporate clothing store. They got in touch with me after I sent out a Twitter message asking for any suggestions on finding a good place to purchase polo shirts for our company. After a few messages back-and-forth, I sent them a Direct Message with my contact information. Within minutes, they responded with information on the salesperson who would be contacting me. I closed the conversation by commending them on the a job-well-done of monitoring their brand using social media. They replied with a quote from one of their fellow co-workers:

“The phone is ringing, we gotta answer it no matter how the call is coming in.”

I thought it was a nice addition to the previous quote by Tony Hsieh. Is your company or brand using social media too? We’ve got a team here at Pop Labs that’s putting a presentation together on this topic as well! Stay tuned for that post.

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