Devoted to customer service and the principles of exceptional customer services

In a recent post titled, "Engage or Die" I talked about how companies are using social media to increase customer satisfaction.  Well, after reading Geoff Livingston's JetBlue experience, I'm beginning to realize that engaging with your customers online simply isn't enough.  Whoever you choose as your rep for these social media/networking sites needs to also be empowered to do something.  In Geoff Livingston's case, the Twitter rep should have been able to make a quick phone call and gotten those fees waived.  Then perhaps it wouldn't have escalated into this post at The Buzz Bin.

Here's an example of a company who empowers their employees...