We just released How to approach customer service 2.0, an article that has two social media experts discussing the “social revolution” and its impact on businesses and their brands.
To demonstrate the power of the social sites, I noted a blog post about terrible service that was delivered by Rogers Communications. Thousands have read the post and, despite many comments from other customers sharing their displeasures with Rogers, the phone company has yet to respond. That silence damages their brand.
Ironically, just yesterday, an Accounts Receivable rep from Rogers’ frontline stepped forward to personally apologize. Here’s what he wrote:
As Web 2.0 matures, the line between marketing and customer service is beginning to blur.
Pretty designs and flowery words don’t provide your visitors value. Relevant website content does.
The abilities of good web writers are often undervalued. That’s why so many websites — as good as they might look — don’t generate leads and sales. The web content doesn’t attract traffic nor does it convert.
With too many people living each day in a hectic world, Marketing guru Seth Godin includes this in his 
Most populations read from left to right, hence, it’s best to align your web writing to the left side of your pages.
“How do I find the right web copywriter for my business?” That’s a common question by business owners at forums and seminars.
To convert sales, your web content must diagnose your prospect’s sore spot, and explain how you’ll bring them relief.
