Socializing for Sales

And more and more, customers are preferring contact through a social network. Kilinskis confessed she fits in that category. "I know, personally, if I have a question, I will probably go to a company Twitter account before picking up the phone because that's kind of how I am," she said.

Social media gives you control of your brand, which is important. An unhappy client may take to Facebook to voice his or her disappointment with your company, but at least in this situation, you can respond and remedy the situation. "Social media getting big has made feedback public, and some people like to post public feedback instead of calling the call center. If you weren't there, you didn't have a Facebook page, they'd find somewhere else to do it," Moreau said, noting both positive and negative feedback remain on Amsterdam's social sites to retain transparency to customers.