How UPS went social to deliver customer satisfaction

03/15/2012 | SmartBrief/SmartBlog on Social Media

UPS uses social media as a key component in its customer-service operations, writes Andy Sernovitz. The company's dedicated customer-service Twitter account is a great way both to engage customers and to amplify their satisfied "thank you" tweets, Sernovitz writes. "Since the company launched the program, UPS has accumulated more than 1 million positive impressions from grateful replies," he writes.

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