If you haven’t ventured over to REI’s social accounts lately, you should. Something amazing is happening. For years, we’ve been told that silos between customer service and marketing are just facts of life–something to expect. Yet, REI’s customer service replies look like, feel like, and even using the same language as their other posts.
It’s common knowledge at the enterprise level that silos wreak havoc. But how to fix the problem? REI breaks theirs down through social, a channel more visible and real-time than any other. Social should be your brand’s first responder: available to support your customers whenever they want to reach out.