Twitter, Facebook, LinkedIn, and blogs are just a few Internet services that make up the new growing digital world called social media. Many companies have seen the influence these new sites can have on their organizations for both good and bad. All companies should ask themselves, "How can we tap into the power of this new method of communication to improve our business and the experiences we provide our customers?"
site, and within hours thousands had viewed the clip. In the past, this might have been a minor issue, but because of the reach of social media, the company’s CEO was compelled to record a message and post it on YouTube in an attempt to stop brand erosion. As social media increases in popularity, more individuals are telling those in their SM networks about their service experiences. Some companies wrongly assume that SM is merely used by teenagers and young college students. However, Facebook reports