Is customer service a fad? I don't think so.
Is social media? Doubt it.
Business owners who don't "get" social media need to get a grip: customer service (translation, staying in business) and social media are inseparable.
If you don't show your customers some social media love, someone else will. And there's a very good chance, no matter how much they love you, you will be drowned out by the tsunami of other voices in the increasingly (digitally) social world.
Watch this, and you'll get it:
Show your customers some social media love, build relationships online, just don't go AWOL.
Need some help crafting your online message? It's probably easier and less expensive than you think.