Alex Nikolov From Ninety Ten, kindly spoke to us about his experience with using Social Media as a customer service tool,. and the benefits of responding in immediately in the age of ‘real time’. Here are his notes and presentation:

What’s wrong with customer service? What’s next for customer service? Online communities are entering this space to create a new level of customer satisfaction. Social media and social networking technologies are making it possible to take the customer service conversation into the public domain for the first time. See why customers are loving it, want more of it and the 7 ways every business can benefit from this trend.