How Brands Use Social Media for Customer Service

In this episode, Lucas and Luna explore how brands are transforming social media from a marketing channel into a frontline customer service hub. With 67 percent of consumers now expecting brands to respond on social within a day, companies like Zappos and JetBlue have built their reputations on rapid, helpful replies. Lucas breaks down the economics of social care, the shift from public replies to private DMs, and the rise of dedicated support handles. Luna shares a personal anecdote about a brand that won her loyalty through a quick Twitter response. They also discuss the challenges of scaling support, the role of AI chatbots, and the importance of human touch. Tune in to learn why social media customer service is now a key differentiator and how brands can get it right without burning out their teams. #CustomerService #SocialMediaMarketing #Zappos #JetBlue #BrandLoyalty #SocialSupport #DMs #AI #Chatbots #MarketingStrategy #DigitalCustomerExperience #Business #Marketing #FexingoBusiness #BusinessPodcast #BrandReputation #CustomerExperience #SocialMediaCare Keep every episode free: buymeacoffee.com/fexingo