First, a bit of clarification because my clients frequently ask this question: what’s the difference between "social icons" and "social sharing icons”? Social icons are links to your company’s social pages, like Facebook, Twitter, LinkedIN. On these pages, people can directly engage with your organization by posting photos, asking questions, and the like.
Social SHARING icons are visually similar as well, they will typically include Facebook, Twitter, LinkedIN, Google+, Pinterest… these are used for sharing content from your company’s website on your site visitors’ social media accounts (newsfeeds, or pages). When your site’s visitors share your content throughout their social circles, it translates into free exposure for your content. Assuming that you are producing relevant, high-quality content, this should translate into increased revenues, profits, and market share for your organization.
As much as I personally despise the growing popularity of social services like Facebook and Twitter, they are excellent mediums for a 'normal consumer' to be heard by large corporations. In the past, a single consumer would only be able to make phone calls and write letters, short of funding their own advertising to publicly shame a company. With today's popularity of Facebook and Twitter, and the equally growing pressure for corporations to engage with their customers, it offers a lot of incentive for companies to resolve issues with customers. Here are some of my own personal tips for getting good customer service.